Service Designer - Join Our Talent Pool

VIVO Defence Services; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Serco is seeking a Service Designer to join ExperienceLab in Dubai. You will deliver actionable insights to clients, conduct customer research, map journeys, develop personas, and prototype design concepts, helping win new business in the UAE and beyond.

The role requires strong communication, collaboration with clients, and hands-on experience in service design tools (Adobe, Miro, Figma). We'll value a university degree and 2–4 years’ relevant experience in research or design consultancy.

Qualifications

• Minimum 2–4 years in a relevant role such as customer research, service design or experience consulting.
• Strong knowledge of service design tools and methods (design thinking, prototyping, journey mapping).
• Ability to communicate insights clearly to clients and stakeholders.

Responsibilities

• Plan, coordinate and conduct customer research to uncover needs and pain points.
• Present research proposals and service design deliverables to clients.
• Apply design thinking to create concepts and sometimes prototypes.
• Support business development with expert information for proposals and meetings.
• Deliver small to medium projects with minimal oversight as part of a team.

Skills

Strong communication

Design thinking

User research

Prototyping

Presentation skills

Education

Undergraduate or Master’s degree

Tools

Adobe Creative Suite

Miro

Figma

Job description

Job Description:

Service Designer - Join Our Talent Pool

Impact A Better Future

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future.

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

Your Opportunity

At Serco, our purpose is to be a trusted partner of governments, delivering superb public services that transform outcomes and make a positive difference for our fellow citizens. ExperienceLab is Serco’s people-centered design and innovation agency – a global brand across 4 locations. ExperienceLab’s vision is a world better designed for everyone. We’re creating it by bringing human insight to life.

The purpose of this role is to deliver actionable insights to current and future clients, in addition to supporting business development efforts in customer experience across the UAE and KSA. An ideal candidate should have strong communication skills both verbal and written and have the ability to work collaboratively and communicate with clients about design methodologies and artefacts.

This role can be based in our corporate office in Dubai.

Key Accountabilities

• Planning, coordinating and conducting customer research to uncover customer needs and pain points (customer interviews, focus groups facilitation, journey mapping, persona creation, prototyping, workshop planning and facilitation, usability testing, analysing qualitative data and extracting insights, delivering high quality reports and presentation to communicate findings).
• Have strong communication skills and be confident presenting your research proposals and service design deliverables.
• Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
• Support new business development efforts by providing expert information in proposals, pitch efforts and client meetings.
• Ability to deliver small and medium sized projects with minimal oversight from account managers, or work as part of a team on bigger projects.

Specific Requirements

• Undergraduate degree and or masters degree.
• A minimum of 2 or 4 years and more of relevant experience in a relevant role is expected, ideally in a customer research, service design or experience consulting role.
• Relevant experience in service design or related role such as user experience design or design research
• Knowledge of existing and emerging service design tools and methods (Adobe suite, Miro, Figma etc...)

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit careers.serco.com for more information.