Director of Customer Experience (CX) & Service Design

Overview

Experiencelab Director

Key Accountabilities

• Building the ExperienceLab Capability in the Middle East
• Develop the ExperienceLab strategy for the ME, aligned with the Divisional strategy, with EL positioned as a service across all sectors.
• Identify and develop the required capability for the ME market.
• Lead the development and implementation of strategies, policies, and deployment plans.

Team Recruitment And Management

• Build and sustain a team according to business needs.
• Develop capability within the team and support professional growth.
• Manage all ExperienceLab team members, either directly or through other people managers.

Pipeline Building

• Build a pipeline of work for ExperienceLab in line with the Serco ME strategy.
• Report on pipeline activity, evidenced through direct engagements and proposals.
• Support the Serco ME Growth team in expanding the pipeline for Serco ME.

Business Integration

• Integrate ExperienceLab Dubai into the Serco ME business by driving awareness and demonstrating value across business development and operational contracts.
• Lead the development and delivery of solution propositions, proposals, presentations, and costing models, with support from the Growth team, in response to internal and external customer needs.

Profile Building

• Build the profile of the ExperienceLab capability in the Middle East.
• Work with the SME Marketing and Communications team to enhance brand awareness of ExperienceLab Dubai.

Financial Control And Reporting

• Work with the executive sponsor to develop the annual budget required to deliver the ExperienceLab strategy, and define appropriate financial controls and reporting structures.
• Deliver ExperienceLab operations within the agreed annual budget and targets.

Specific Requirements

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