Serco
Experience Design Consultant
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 05/04/2026
Job overview
Date posted
19/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Masters degree
Expiration date
05/04/2026
Job description
The Experience Design Consultant supports ExperienceLab, Serco’s people-centered design and innovation agency, in delivering actionable customer insights and service design solutions for public and government sector clients across the UAE and KSA. The role focuses on applying design thinking methodologies to transform complex business challenges into innovative, human-centered service experiences. The consultant conducts end-to-end research activities, facilitates workshops, analyzes qualitative data, and translates findings into strategic recommendations and service design deliverables. In addition to project delivery, the role contributes to business development initiatives by supporting proposals, pitches, and client engagements. The position requires strong communication skills, the ability to work collaboratively within multi-disciplinary teams, and confidence in presenting research findings and design artefacts to stakeholders.
Required skills
Key responsibilities
- Plan, coordinate, and conduct customer research activities including interviews, focus groups, and usability testing
- Facilitate workshops and co-creation sessions to uncover user needs and service improvement opportunities
- Develop journey maps, personas, prototypes, and other service design artefacts
- Analyze qualitative data to extract insights and translate findings into actionable recommendations
- Prepare high-quality reports and presentations to communicate research outcomes effectively
- Apply design thinking methodologies across technical and non-technical environments
- Deliver small to medium-sized projects independently or support larger engagements as part of a team
- Present research proposals and service design deliverables confidently to clients
- Collaborate with cross-functional teams and client stakeholders to drive innovation initiatives
- Contribute to new business development efforts through proposal input, pitch support, and client meetings
- Utilize service design tools and platforms such as Adobe Suite, Miro, and Figma
Experience & skills
- Bachelor’s or Master’s degree in Design, Human-Centered Design, UX, Business, or related field
- Minimum 2–4+ years of relevant experience in service design, customer research, UX design, or experience consulting
- Demonstrated experience conducting qualitative research and facilitating workshops
- Strong understanding of service design tools, methodologies, and emerging practices
- Proficiency in design and collaboration tools such as Adobe Suite, Miro, and Figma
- Excellent verbal and written communication skills with strong presentation capabilities
- Ability to work collaboratively in multidisciplinary environments
- Experience supporting business development and client proposal processes is advantageous
- Strong analytical mindset with the ability to translate insights into strategic recommendations
- Confidence in engaging with clients and stakeholders in professional consulting environments