Consultant-CS ExperienceLab

London | Other


Location: Hybrid role with travel to london office 2 days in a week.


Serco is currently recruiting for a fantastic position  as a Junior Consultant to work for Experience lab based in London  There mission at Experience Lab is to deliver world class B2C and B2B customer insight and service design in both the public and private sector. We want to help organisations put people at the heart of their decision making - from improving the experiences of our clients' customers to providing findings that impact citizens in meaningful ways - our work matters and to ensure our success we're looking for a Junior Consultant who can help us deliver and grow our research capabilities in new and exciting ways.


We're looking for someone with a range of research skills and experience of conducting primary research. Someone who is well versed in the research methodology toolkit and who is passionate about delivering human centred services. As a Junior Consultant, you will support the delivery of project work and contribute to developing the user research capability within our team. This means you will:


  • Support project work across a range of our clients
  • Carry out research activities from attending kick off meetings, recruiting participants, preparing discussion guides, and supporting the moderation of research sessions. Where appropriate, you may also be required to moderate sessions too.
  • Work with others to analyse and synthesise research data
  • Communicate insight to others in a format they can understand and use
  • Work under mentorship of more senior user researchers to learn and support the development of best practice approaches for our practice, projects, and proposals
  • Work within your squad and account teams to generate meaningful artefacts that help drive ExperienceLab forward


What you'll need to do the role:

We are looking for individuals with relevant experience in a similar role and a masters or bachelor's level qualification in a related research or design field. You'll have a basic understanding of, or ideally experience of, how user researchers design and conduct either/both qualitative and quantitative research studies along with an understanding of basic techniques for analysis and synthesis of research data.




An understanding of research methodologies



Experience in conducting, or supporting, primary research across either the public or private sector



A good understanding of qualitative and quantitative methodologies



Experience in leading, or supporting, data analysis (qualitative and/or quantitative)



Evidence of critical thinking and an ability to generate good ideas and solutions for our clients



Demonstration of strong writing skills, particularly in contributing to report writing



Willingness to work on different projects simultaneously



Willingness to contribute to writing opinion pieces and working on ExperienceLab 'squads' to ensure consistent and effective ways of working






Experience of presentation skills



Evidence of strong stakeholder communication



A keen eye for design and an interest in generating prototypes and wireframes for research purposes



Usability testing experience



Experience of using the Government Digital Standards (GDS) model
































With strong communications skills you'll be able to effectively present insight in a clear and actionable format.  Naturally curious and very passionate about research you'll thrive on finding out what makes people tick.  Pragmatic in your approach, you'll understand the commercial impact of your decisions and ideas. As a diligent and disciplined individual, you won't mind getting stuck into ambiguous, meaty research challenges. You'll be proactive, kind, and adaptable, with a mature, resilient, and positive mindset


Our recruitment process:

  • A capability task that will test your analysis and written skills (60 minutes)
  • A 30 minute interview with ExperienceLab's managing director (30 minutes)


Why ExperienceLab?

Meaningful and vital work: We are part of Serco which enables us to apply our skills to make a real difference in people's lives.  We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers.


A world of opportunity:  In addition to our thriving private sector client base, you'll have the opportunity to create real change across all our sectors. Some of our clients include Meta, Aviva, and Scottish and Southern Electricity Network (SSEN).


Great people:  Our highly skilled team are committed to delivering great outcomes, we're a diverse & close-knit, hailing from a range of professional backgrounds, cultures & continents


Life at EL: You will have the opportunity to work on a range of different projects that will sharpen your research and analytical skills. Life can be fast paced, and it is likely that you could be working on multiple projects at once, but it is highly rewarding, and you will be exposed to a range of people with expertise you can learn and develop from.


What we offer:

  • A competitive salary, pension (matched up to 6%), life insurance; 25 days leave & bank holidays.
  • A fantastic culture and supportive team with regular team building activities; volunteer leave; continuous training & development and up to 10 days CPD per annum
  • A range of benefits to support the health and wellbeing of you (and your family) such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
  • Access to a huge range of discounts and exclusive deals
  • A training budget that can be used for personal development
  • The chance to make a positive difference in a company passionate about diversity and inclusion 


We are a dedicated team of user experience researchers, UX designers, service designers, and transformation experts. In addition, our state of the art, research studios near London Bridge provide a contemporary environment which is not only fantastic for our clients but also offers a brilliant team working space.  Apply today for a chance to join our team

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
08/06/2023 02:50:00
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