User Experience Expert

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
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.

**LEVEL OF EDUCATION**

Bachelor's degree

**KNOWLEDGE AND SKILLS**
- Proven at least 5 years of work experience as a UX researcher and designer:
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