ExperienceLab Director

Key Accountabilities

This role is responsible for establishing and growing ExperienceLab in the Middle East.

The individual will require a full understanding of the local market, clients and competitors and how to structure approaches in a particular way in order to win business.

Performance is judged through achievement of business objectives (service/specification, financial, growth, etc.).

The role represents Serco ME in the external environment, identifying and managing clients, influencing developments, understands and imports best practice.

Specific accountabilities:

Building the ExperienceLab capability in the ME

• Develop the ExperienceLab strategy for the ME aligned to the Divisional strategy with EL as a service across all sectors
• Identify and develop the required capability for the ME market
• Development and implementation of strategies and policies, development and deployment of plans

Team recruitment and management

• Building and sustaining a team according to business need
• Building capability within the team and professional development
• Staff management for all ExperienceLab team members, either directly or indirectly through managing other people managers.

Pipeline building

• Building a pipeline of work for ExperienceLab in line with the Serco ME strategy
• Reporting on pipeline evidenced through direct engagements and proposals
• Support the Serco ME Growth team to grow the pipeline for Serco ME

Specific Requirements

• Degree holder in a related subject e.g Design, Service Design, Psychology, User Experience, Behavioural Science, Human Computer Interaction Design, etc
• 12–15+ years in consulting / business development, with leadership experience
• Experience across CX/UX, Service Design, Digital Transformation (government, aviation, infrastructure)
• Strong business development, revenue growth, and pipeline ownership
• Proven client acquisition with an established UAE/GCC network
• Expertise in commercial strategy, negotiation, and deal closure
• Ability to build and lead teams
• Strong stakeholder management and C-level influence