Package Description
- Competitive Salary
- Corporate Benefits Package
- Chance to make a positive difference in a company passionate about diversity and inclusion.
Further information available from the Serco Europe Recruitment Team
Job Introduction
Serco is the preferred partner for European Institutions and International Organizations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.
We are hiring a User Experience Expert for European Commission in Brussels and various locations around Europe.
Main Responsibilities
- Support the UX improvement of DIGIT and EC products/solutions:
The external service provider will lead UX research activities and deliver actionable
insights to improve the user experience across various products and services, applying both
qualitative and quantitative research methods such as usability testing, surveys, and user
interviews.
- Create design prototypes and (occasionally) integrate/implement the design (Frontend dev):
The provider will create prototypes, wireframes, and mockups to support the development
teams in designing user-centered products. Experience in tools like Figma, Miro, and
Invision is expected.
- Use various UX practices and work closely with business and cross-functional teams to reach desired organizational goals:
Collaboration with cross-functional teams, including stakeholders from business and
development units, will be key to ensuring alignment between user research findings and
product development.
- Examine existing software products and identify usability issues:
The external service provider will conduct heuristic evaluations and other usability research
techniques to identify pain points in existing systems and propose design solutions.
- Plan and execute tests to assess the usability of a product in development:
A/B testing, user interviews, and usability testing will be conducted to assess and improve
the usability of digital products in development.
- Analyse the findings and provide actionable recommendations:
The service provider will synthesize user research findings and data analysis to provide
clear, actionable recommendations for improving product usability.
- Assist research groups (recruitment-related activities, data entry, note-taking, technical setup) to ensure that project work is delivered on time and meets quality standards:
The provider will support UX research operations, including participant recruitment,
technical logistics, and note-taking during user research sessions.
- Support the creation of a UX toolkit (templates, guides, etc.):
The external service provider will contribute to building a comprehensive UX toolkit,
including user journey maps, personas, and wireframe templates, to standardize the design
process.
- Co-create and standardize templates, guides, workflows, and processes with support from team members and the UX Community of Practice:
Collaborative development of best practices and standardized UX guidelines across the
organization will be a focus.
- Provide advice to DIGIT units and EC DGs on:
How to approach UX-related business problems
How to initiate and organize UX activities
How to best use the UX office’s offerings, including services and toolkits.
Successful Candidate
LEVEL OF EDUCATION
Bachelor's degree
KNOWLEDGE AND SKILLS
- Proven at least 5 years of work experience as a UX researcher and designer:
Experience leading end-to-end UX research projects, applying both qualitative and
quantitative methods, including usability testing, user interviews, surveys, and contextual
inquiry. Strong focus on synthesizing user research into actionable insights to improve user
experiences and guide product development.
- Proven experience in designing user-centered solutions across multiple industries:
Extensive experience in collaborating with international brands and startups in sectors like
e-commerce, media, and healthcare, delivering high-impact UX recommendations that align
with business goals and improve customer satisfaction.
- Proficiency in UX research tools and methodologies:
Skilled in using research and collaboration tools such as Figma, Miro, Hotjar, and
Optimal Workshop to create wireframes, personas, journey maps, and prototypes that
effectively communicate design solutions to stakeholders and developers.3
- Experience with Agile/Scrum methodologies and cross-functional collaboration:
Strong ability to work in Agile environments, frequently collaborating with cross-functional
teams, including business stakeholders, product managers, and development teams, to align
user research findings with product development objectives.
- Experience in accessible design:
Proven ability to integrate accessibility standards into design processes, ensuring
compliance with accessibility guidelines such as WCAG and creating inclusive user
experiences for a broad audience.
- Languages: French, English, and Dutch:
Proficiency in English and ability to communicate effectively in multilingual environments.
SPECIFIC EXPERTISE
- Excellent communicator in French, English and Dutch, able to communicate the organisations’ strategic vision and goals from an end-user’ point of view
- Excellent presentation skills
- Design thinking methods and systems thinking:
- Ability to apply Design Thinking principles to solve user-centered problems and co-create solutions with cross-functional teams.
- Synthesize UX research, web analytics data, as well as surveys, legacy and organizational goals.
- Works closely with Business and cross functional teams to reach desired organisational goals
- Analytics Tools
- Remote Collaboration (Microsoft Teams, Skype, Zoom, Miro)
- Project management methodology (Agile)
- User Research Tools (Optimal Workshop)
- UX Research Techniques:
i) Usability and user testing
ii) User requirements research
iii) Heuristic evaluations
iv) User Centered Design (UCD)
v) User Persona development
vi) User Journey Mapping
vii) UX writing
viii) A/B Testing
ix) Contextual Inquiry
x) Iterative prototyping
xi) Participatory design (design sprints)
- Other tools:
(1) JIRA (for project management)
(2) Documentation and knowledge sharing (Confluence)
(3) Sharepoint online
CERTIFICATIONS & STANDARDS:
- User centred design
- Usability and accessibility standards
- Participatory design (design sprints, visual conversation)
- Agile
- Research techniques
About the Company
Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Space, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at Serco | Europe
Why should you join Serco ?
- Chance to contribute to innovation in the public services sector
- A company passionate about diversity and inclusion
- Permanent employment with comprehensive Serco Benefits package.
We are diverse and inclusive organisation
At Serco, we see people first and foremost for their performance and potential and we are committed to supporting the needs of all our colleagues. It’s a mix of people from different backgrounds, experiences and opinion that keeps our culture strong and vibrant.
We believe in equity so we strongly encourage applications from a diverse range of candidates. Disabled applicants who meet the minimum criteria for the job are encouraged to apply and demonstrate their abilities in an interview. We also welcome a conversation about any adjustments that would make the interview process more accessible for you. Wherever possible we are open to discussions around flexible working and we operate a hybrid work structure in many of our business areas.
In the UK we are proud to be a Disability Confident Leader in the government’s scheme and hold the Gold Inclusive Employer Standard; in Belgium we are partner of Diversicom and member of Charter der Vielfalt in Germany.
If you have any questions please do not hesitate to reach out to The Serco Europe Recruitment Team
Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Please contact the recruitment team if needed
Data Protection:
For more information on how the personal data is processed, please see the link Data Protection policy here.