Experience Design Manager

4 weeks ago

Dubai, Dubai, United Arab Emirates Serco Plc Full time

Experience Design Manager
Make a difference every day

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

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 Experience Design Manager primarily leads small to medium projects, delivering high-quality client proposals and supporting business development activities. They are responsible for managing project teams, ensuring tasks are completed on time, within budget, and to the expected quality standards..

The ideal candidate should have the ability to multi-task and manage various tasks, and good communication. Excellent organisation, time management and prioritizing skills.

This role is part of the finance team and will be based in our corporate office in Dubai.

Key Accountabilities

  • Presenting to and managing clients and stakeholders and deliver well thought-through client proposals, tailored to client needs and requirements
  • Lead project teams by allocating tasks to individual team members according to skills and define project resource requirements
  • Anticipate project risks and create effective mitigation plans
  • Support with business development activities and translating customer needs and insights into actionable design solutions
  • Using their research and design thinking skills across a variety of environments (both digital and physical services) to help translate business challenges into innovative outcomes for internal and external clients.
  • Research and evaluate possible solutions and identify best course of action to achieving the project need.
  • Create solution prototypes and work in collaboration with UX team and stakeholders to ensure solution meets requirements.
  • Engage with different contract managers and identify high potential projects across the business.
  • Stay abreast with the latest global and regional trends in the respective technology field, to increase technical and business acumen
  • Understand different Serco portfolio to understand and execute on projects that are most meaningful
  • Coordinate workshop activities with different stakeholders and identify potential projects through them
  • Undertake atleast one training per year related to technical/business upskilling
  • Engage with different vendors to enable development of more complex solutions
  • Manage expectations on tasks, time allocation and output expectation, as and when required
  • Reading the latest news, and sharing insights with the rest of the team on a regular basis.

Specific Requirements

  • Undergraduate degree and or master in a related subject, Business IT, Engineering, Software engineering, or Similar
  • 4 years of experience in consulting, customer experience or service design

What's in it for you?

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:

  • Competitive monthly pay and allowances that are commensurate with the role and industry standards
  • Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
  • We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
  • We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
  • We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture
  • We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
  • As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

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.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

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 for more information.

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