Gary White

Gary White

Chief Operating Officer

“Truly understanding customer needs will help companies improve not only the buying experience but also their bottom line.”

Connie O'Donoghue

Connie O'Donoghue

Office Manager

“Putting human experience at the core of business allows us to craft services and organisations that are loved by users and employees.”

Ben Rubin

Ben Rubin

Development Director

"The winners and losers in business over the next ten years will be decided on their ability to constantly deliver great experiences to customers."

James Denholm

James Denholm

Senior Consultant, Experience Design

“Experiences matter because getting them right makes people happy and happiness is the end goal.”

Richard Sedley

Richard Sedley

CEO

“No brand intentionally delivers a poor customer experience. The best part of what we do is help clients realise their ambitions.”

Jane Thomas

Jane Thomas

Principal Consultant, Measurement

“My favourite part of this job is providing evidence that quantifies the customer experience. Good quant evidence helps our clients make better-informed business decisions.”

Lavelle Hurley

Lavelle Hurley

Senior Consultant, Experience Design

“Great experiences lead to happiness, joy and a sense of euphoria.”

Ben Saunders

Ben Saunders

Senior Design Consultant, Measurement

“A great client experience is about delivering complex data in a clear and compelling way.”

Janki Lalji

Janki Lalji

Visual Designer

“Meaningful experiences matter especially when creating designs to help customers make the right decisions.”

Joris Beets

Joris Beets

Practice Director, Service Design

“Combine operational excellence and service leadership with the best customer experience… and the sky is the limit.”

Richard Thompson

Richard Thompson

Principal Consultant, Experience Design

“Experience design is taking the highly complex and making it simple - giving people rich and engaging solutions which they will want to use over and over.”

Ioannis Melas

Ioannis Melas

Partner

"Experience matters because bad experiences destroy value."

Luke Maycock

Luke Maycock

Senior Consultant, Customer and Digital

“Experience matters because when you create a product or service that customers love it builds trust and loyalty for your brand which is the best form of competitive advantage.”

Nicola Hutchinson

Nicola Hutchinson

Consultant, Service Design

“Understanding customer needs and behaviours is fundamental for creating better businesses for our clients. Not only do I enjoy the range of clients I get to work with, but also the different challenges they present to us.”

Simonas Skrebe

Simonas Skrebe

Consultant, UX Research

"To provide the level of quality and simplicity users expect, we need to understand them first. UX Research allows us to do so – to improve people’s lives by designing pleasing experiences."

Anna Murton

Anna Murton

Marketing Manager

"Engaging with your customer’s experience is the key to making meaningful and personalised products and services a viable reality."

Theresa Clifford

Theresa Clifford

Engagement Director

“Great experiences create customer loyalty and trust – get the experience right and drive both value and growth in your customer base.”

John Dumas

John Dumas

Director, Research and Insight

“You have to include the customer. Or design decisions are just someone's opinion. Evidence based experiences matter.”

Tobias Misera

Tobias Misera

Managing Consultant

“I believe that a positive customer experience is vital to the success of any organisation, service or product and that brands get the customer responses (good or bad) they deserve.”

James Wiggin

James Wiggin

Client Director

“In a commoditised world an experience is all that stands out. Make it good and people are loyal, make it poor and they’ll desert.”

Jon Stephens

Jon Stephens

Director of Consultancy

“Combining customer insight, commercial analysis and great design with an iterative, lean start-up approach is the best way to develop experiences that matter – for customers and our clients.”

David Loughlin

David Loughlin

Principal Consultant, UX Research

“Successful products and services are built on a deep understanding of user needs and problems. Experiences matter because they are the tangible moments that bring solutions to life.”

Suzanne Hutson

Suzanne Hutson

Senior Consultant, UX Research

“I love conducting user research, because I get to observe first-hand the power of UX to make or break customer relationships. Great user experiences excite people, and engender trust and loyalty.”

Adam Bradley

Adam Bradley

Consultant, UX Research

“I advocate that challenging existing assumptions about users and gaining a deep understanding of their needs and behaviours is vital to create experiences that are simple, exciting and compelling to use.”

Nimrah Khan

Nimrah Khan

Accounts Assistant

“A good experience can improve a customer’s engagement with a brand, product or service. A great experience can excite a customer about a brand, product or service.”

Dom Graveson

Dom Graveson

Managing Consultant

“High performing businesses build measurable and meaningful relationships with customers based on understanding and equity. Experience research and design provides a roadmap to realise this value.”

James Grant

James Grant

Senior Consultant, Experience Design

“Experience design touches and shapes our lives everyday and is often the difference between the failure and success of a product. Creating experiences is very fulfilling to me; I know what I do matters.”

Susan O'Shea

Susan O'Shea

Manager, Customer and Digital

“Experience matters because good is no longer enough. Customers want experiences that exceed their expectations. Get it right and you have the power to change people’s lives and transform companies.”

Mahafozur Chowdhury

Mahafozur Chowdhury

Management Accountant

“Experience matters because without it there’s no real knowledge. Nothing is ever a waste of time if you use experience wisely, that’s one of the key components to own everything you do.”

Sarah Cunningham

Sarah Cunningham

Recruitment Operations Coordinator

“Customer experience matters because good experiences improve customer happiness and loyalty, and the value of an organisation.”

George Nutting

George Nutting

Visual Designer

“Customer insight is at the heart of every project. This means that everything I design is based on evidence, and that matters.”

Gianluca Menini

Gianluca Menini

Consultant, Service Design

“A truly meaningful experience creates memories, emotions, knowledge. It nourishes a company’s identity. A successful service is a bridge between people’s needs and the values and ambitions of a business.”

Roisin O'Brien

Roisin O'Brien

Manager, Customer and Digital

“Customer Experience matters because it creates the foundation for a truly customer centric organisation, that will in turn drive customer loyalty, advocacy and revenue generating behaviour.”

Peter Neufeld

Peter Neufeld

Partner

“Really meaningful experiences help people make better decisions. That’s the heart of financial services. It matters.”

Oliver Kenton

Oliver Kenton

Director

“Digital may be reshaping the world around us, but to really make a difference - to create a meaningful experience - you have to leave technology at the door: It’s still all about people.”

Hammad Khan

Hammad Khan

Head of EY-Seren MENA

“Spending my life understanding what people want/need and helping organisations create products and services of meaningful interaction matters immensely to me. And hopefully our work matters to them too.”

Yannis Masouras

Yannis Masouras

Consultant, UX Research

“Crafting the optimal user experience requires knowledge of what your customers want most, and what your company does best. Then focusing on where these two meet.”

Linda Stephens

Linda Stephens

Consultant, Experience Design

“First impressions last. Our role is to make them count, to create something that really connects to a customer’s needs and deliver an experience that will make them want to keep coming back.”

Richard Moule

Richard Moule

Development Director - Optimisation

“In a world where people only trust the opinion of friends and family, one bad experience can resonate far beyond your existing customer.”

Sayyid Hashmi

Sayyid Hashmi

Consultant, UX Research

“Accounting for the customer’s experience creates a win-win situation. The company gains more engagement from customers and customers feel valued.”

Scarlet Jeffers

Scarlet Jeffers

Consultant, Customer and Digital

“Brand advocates are born when a user is surprised by how easy and immersive a service or product is to use. Turning customers into cheerleaders is what experience is all about for me.”

Shean Malik

Shean Malik

Principal Consultant, Service Design

“Designing innovative experiences allows us to have a positive impact on society. We should do it right.”

Dimitri Berti

Dimitri Berti

Senior Consultant, Service Design

“Experience is how a brand unfolds its undeniable truth. Behind every promise there is a story revealing what a brand really is, and what it genuinely does for the customer. What ultimately matters.”

Anna Herdman

Anna Herdman

Senior Consultant

“If we create something without a good customer experience we’ve failed before we even started.”

Ikshit Nigam

Ikshit Nigam

Principal Consultant, Measurement

“Customer experience is probably the only sustainable competitive advantage a brand can have. Brands who know this, become known.”

Alastair Cottrill

Alastair Cottrill

Principal Consultant, Business Design

“Every business exists to create a customer. And experience is the centrepiece of this – defining how you fit within your customers' lives, and providing the anchor for the design of your organisation.”

Stephen Cowburn

Stephen Cowburn

Head of Video

"Every user journey is a story. If we really understand these stories and we know how to explain them to others, we can start to change services, experiences and products for the better."

Sebastian Weston-Lewis

Sebastian Weston-Lewis

Managing Consultant

“A relentless drive to push the boundaries of Experience to the next frontier.”

Alessandra Furetta

Alessandra Furetta

Senior Consultant, Service Design

“Designing or improving a service requires involving all the stakeholders, including customers and front line staff. Everyone’s experiences matter when building a trustful and successful business.”

Serge Isakov

Serge Isakov

Business Designer

“Relationships that last are defined through meaningful experiences. By understanding our experiences, we can innovate and deliver long lasting value that is greater than the sum of its parts.”

Shane Rooney

Shane Rooney

Senior Consultant, Customer and Digital

“Experience is the most valuable non-tangible asset you have, it is the gateway to your customer/users hearts and meeting or exceeding the customer/users expectations will prove the success of your product or service!”

Mark Coombes

Mark Coombes

Experience Director

“I love looking for patterns in human behaviour. Finding out people’s real needs and requirements and how we can make their experience easier, better and more intuitive.”

Oliver Shreeve

Oliver Shreeve

Principal Consultant, UX Research

“I believe placing the customers’ experience first is vital, and taking this approach for our financial clients makes sure their customers are empowered to not just make day-to-day decisions with their money, but better long term life plans.”

Guy Simpson

Guy Simpson

Consultant, UX Research

“Including customers in the design process creates empathy. An empathetic approach surfaces real needs, and helps businesses meet them to craft experiences that matter.”

Rob Atkinson

Rob Atkinson

EY Partner, Head of Digital for UK&I Advisory

"As consumers, most people want experiences that are personalised, simple and fun. Yet, most people have no idea how to turn 'customer centricity' from a concept into a measurable reality. We know how to do that"

Paul Hunter

Paul Hunter

Director, Retail Experience

"How we feel about a brand or product is no longer defined by what they tell us they are. Our opinions are formed through our interaction and experiences with them"

Hannah Pitts

Hannah Pitts

Service Designer

“Experience design shouldn’t be about fixing problems. Well designed experiences minimise the potential for problems happening, and give people what they want and need"

Chris Thelwell

Chris Thelwell

UX Practice Director

“Caring about the customer and the outcome they desire is the true measure of a great experience.”

Join the team

We are always looking for new people to join our rapidly expanding team. We would love to hear from practitioners in data analysis, customer insight, innovation and service, business or interface design.

Senior Animator

Senior Animator

The Video & Storytelling team turns the results of our design-lead projects into engaging and thought-provoking films.

We are looking for a Senior Animator. This is an opportunity for a skilled, curious and passionate animator to join a truly unique design environment. The successful candidate will play a vital role in evolving EY-Seren’s ability to tell stories for our clients and for ourselves. 

Key tasks and responsibilities

  • Producing sketch storyboards and animatics to help chisel out the best possible shape for a story
  • Working with art directors and illustrators to create the visual world of a film
  • Working with animators and character specialists to deliver a wide range of 2D animated films

Skills and Experience

  • A problem-solving thinker, who can take an awkward brief and come up with solutions
  • A fast prototyper and visual magpie, who can use found elements to quickly demonstrate ideas
  • A die-hard fan of illustration and lover of vector illustration and animation
  • Proficient in user research and testing tools and set-up (e.g. mobile testing, recording solutions, etc.)
  • In-depth knowledge of Illustrator and After Effects.
  • Expert knowledge of current After Effects plugins, add-ons and methods 
  • Experience using Boords

Interested?

Send your CV and portfolio to recruitment@ey-seren.com 

Visual Designer

We are looking for a Junior Visual Designer to join our London office in Shoreditch. You will play an important role in helping to maintain and evolve the EY-Seren brand identity through visual communication. As the Visual Creative, you will also be working closely with the Design team and supporting them on client projects as required.

Key tasks and responsibilities

  • Communicate complex methodologies, commercial proposals and other types of data in a clear, compelling and exciting way
  • Turn rough ideas and sketches into beautiful, polished designs
  • Help to push the brand forward creatively and constantly think of new and innovative ways to engage with people
  • Create exquisitely designed content for the business (design print and digital comms materials in variety of mediums, across a range of channels)
  • Keep the company website shipshape
  • Maintain and updating visual identity libraries
  • Ensure EY-Seren proposals and presentation materials look polished and professional

Your skills and experience

  • Adobe Creative Suite – in particular Illustrator, InDesign and Photoshop. Sketch is a bonus.
  • PowerPoint – we don’t love it but it’s unavoidable… And we’ve seen people do great work with it.
  • Front end development capabilities a bonus.
  • Video editing capabilities a bonus.
  • Photography skills a bonus.
  • A flair for visual communication and a passion for quality design across a range of different media.
  • You are smart, energetic and able to operate in high-pressure situations to an exceptional standard.
  • Attention to detail and commitment to excellence, even on close deadlines.
  • An impressive and varied portfolio of both print and digital work – infographics, posters, websites, logos etc.
  • A degree in Graphic design or similar.

Interested?

Send your CV and portfolio to recruitment@ey-seren.com.

Principal Measurement Consultant

We are looking for a Principal Measurement Consultant to join our Research & Insight team. They will be a team leader as well as fully hands-on in all Measurement and Optimisation tools, skills and processes. They will have enough experience to scope and the gravitas to lead large multi-discipline programmes of work unsupported, and manage clients and complex stakeholders.

Key tasks and responsibilities

  • Lead multiple client engagements unsupported
  • Identify and act on opportunities within projects and across the client organisation and works with Client Services and the New Business team to secure, on sell and upsell
  • Contribute to the development of proposals as required 
  • Inspire and lead multiple clients and project teams, ensuring the delivery of high-quality insight, design and critical thinking
  • Lead teams to deliver high-quality work per proposal/SOW, working with the Client Partner, Managing Consultant and Program Manager
  • Supervise and oversee the day-to-day work of multiple teams and works with the Head of Practice to ensure quality of output across projects 
  • Support the Head of Practice in Recruitment and allocation of resource to each project 
  • Support methodology leadership for the practice area and works with the Head of Practice to implement new methodologies and support practice integration
  • Develop and deliver specialist training to embed EY-Seren’s methodologies, both within the team and externally  
  • Attend and contribute to industry events, locally and internationally
  • Drive the strategic relationship of current and new accounts, support the practice Directors in their plans in developing account and new business and contribute to the department’s commercial portfolio
  • Collaborate with other services and disciplines to develop blended solutions 
  • Exhibit an advanced working knowledge of multiple media analytics tools 
  • Identify accurate solutions to meet customer requirements both tactically and strategically
  • Apply advanced analytical techniques to analyse, deliver balanced insights strategically, qualify recommendations with rational evaluation of data and research sources 
  • Develop robust analytics frameworks to support the evaluation of digital strategies
  • Plan and prioritise analytics tasks against wider project initiatives 
  • Define the service extension proposition to the practice Director 
  • Scope analytics tasks against project plan, assign and direct tasks to Consultants and Senior Consultants

Skills and experience

  • 8+ years’ experience 
  • Recognised Degree (essential) and Masters (desirable) 
  • Previous line management experience 
  • Strong influencing, negotiation and communication skills, both written and verbal
  • Ability to effectively prioritise and deliver to deadlines
  • A willingness to travel and work overseas

Required technical expertise

Key Services:

  • Data Warehousing (ETL)
  • Optimization
  • Business Intelligence Technologies
  • Measurement Strategies
  • Technical Implementations
  • CX / UX Insights
  • Marketing Strategy
  • Survey Methodologies / Tools

Technologies and Analytics platforms:

  • Adobe Marketing Suite (Analytics, Target, Audience Manager)
  • Google Analytics (360)
  • Webtrends
  • IBM Digital Analytics (Coremetrics)
  • Optimizely
  • Tableau / PowerBI / Spotfire
  • SQL
  • Social Listening (Sysmos, Radion6 etc)

Interested?

Send your CV and portfolio to recruitment@ey-seren.com.

Principal Business Designer

A Principal Business Design Consultant will lead strategy focused project streams and pitches. They will interpret client and consumer needs, effectively communicate and present service strategies and possess a good commercial awareness.

Key Tasks and Responsibilities

A Principal Business Design Consultant will be defining the business context for design programmes. They will:

  • Drive the Stakeholder understanding of EY-Seren projects
  • Analyze the market (competitor and target segment) and provide market insights for the design team and clients 
  • Analyze technology and consumer trends 
  • Analyze the client business and build the business drivers for the project
  • Analyze, evaluate and build the opportunity model for the service to be created
  • Build and develop the positioning and value proposition for the service to be created
  • Build and develop the business model canvas for the service to be created
  • Build and develop organizational model to support the client project
  • Support Service Design Consultants with the collection and interpretation of internal stakeholder requirements 
  • Support Service Design Consultants to map client business processes, where appropriate 
  • Contribute to the creation of service roadmaps, based on commercial and client analysis 
  • Coordinate market-sizing activities to provide rationale to design recommendations
  • Articulate digital strategies for clients, explaining how technology could support them with their strategic intent 
  • Prepare business cases that define the Return on Investment (ROI) or Return on Objective (ROO) for service concepts
  • Support the Business Development team in formulating both reactive and proactive responses to new business opportunities
  • Own the storyline and content creation for strategy-­focused pitch and new business presentations
  • Lead and manage strategy-heavy pitch projects, particularly those focusing on strategy formulation or proposition design/development

Experience

  • 7+ years relevant industry experience (business design, design strategy, business or IT consulting)
  • Experienced in change management, operational improvement. organization design and/or digital strategy 
  • Experienced in business development from lead generation, proposal writing and proposal delivery
  • Experienced in managing complicated stakeholder relationships within client organisations 
  • Experienced in working in multi-­disciplinary design teams
  • Able to design and facilitate workshops with executive-level clients
  • Analytical and creative
  • Commercially aware and able to present comprehensive and compelling business cases for clients to release budget
  • Able to clearly present strategies with a compelling narrative for diverse audiences 
  • Able to multi-­task and perform well under pressure
  • Careful attention to detail
  • Able to work independently and identify and solve problems effectively and efficiently
  • Able to function, adapt and succeed in a constantly changing environment
  • Proactive, self-sufficient and professional, with strong organizational, time management and communication skills
  • Passionate and enthusiastic about design approaches solving business problems 

​Interested?

Send your CV and portfolio to recruitment@ey-seren.com.

Principal Service Designer

We are looking for a Principal Service Designer to join our Customer Experience team in Paris, reporting into the Director of Consultancy.

We are setting up our first European EY-Seren office here in Paris with a local (and French speaking) team of Service Designers, UI/UX consultants and Researchers to deliver best in class cross channel Customer Experiences to existing and new EY clients. 

Key tasks and responsibilities

  • Inspire and lead multiple clients and project teams unsupported, ensuring the delivery of high-quality insight, design and critical thinking
  • Demonstrate expert knowledge of all Service Design research and design methodologies, techniques and tools, works to evolve their application for improved, customer and client business outcomes
  • Develop and deliver specialist training to embed Seren’s methodologies, both within the team and externally
  • Supervise and oversee the day-to-day work of multiple teams and works with the Practice Director to ensure quality of output across projects
  • Identify and act on opportunities within projects and across the client organisation and works with Client Services and the New Business team to secure, on-sell and up-sell, and contribute to New Business proposals and pitches as required
  • Support the Practice Director in recruitment and the allocation of resource to each project
  • Support methodology leadership for the practice area and work with the Practice Director to implement new methodologies and support practice integration; recommend frameworks to embed insight into an organisation
  • Attend and contribute to industry events, locally and internationally
  • Line manage a number of consultants (Junior to Senior)

Skills and Experience

  • Strong creative intuition, ability to deliver groundbreaking, innovative conceptual thinking, whilst also having an engineering and analytical mindset, not afraid to use Big Data, to work out organisational and business implications to deliver real value to clients
  • 8+ years’ experience in Service Design, Innovation and Customer Experience Design, thought leader in Service Design, profound understanding of design in general and very comfortable with related design disciplines like Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design
  • Discipline and/or sector specialist i.e. qualitative research and/or financial services, but has advanced enough understanding of other sectors and disciplines that they are able to scope and lead cross-discipline projects in any sector
  • Knowledge of design research skills across qualitative and quantitative methodologies and experience in using them effectively in collaboration
  • Able to integrate commercial effort/impact data into project journey and concept outputs to help illustrate the commercial implication to the client
  • Can see the bigger picture and find direction from depth, insight and complexity
  • Strong influencing, negotiation and communication skills, both written and verbal. Presents difficult ideas and challenges clearly and positively
  • Capable of scoping, planning and costing multi-disciplinary programmes of work
  • Experience ranging from incubator/startup to large corporate transformation
  • Previous line management experience
  • Proficient in Adobe CS
  • Ability to write to a high standard, fluent in English, additional major languages desired
  • People-centred from research through to delivery
  • A portfolio showing all above
  • Recognised Degree (essential) and Masters (desirable)
  • A willingness to travel and work overseas
  • Fluent in French, basic English language skills

Interested?

Send your CV and portfolio to recruitment@ey-seren.com

People

Principal Service Designer

We are looking for a Principal Consultant to join our Service Design team, reporting into the Practice Director.

Key tasks and responsibilities

  • Inspire and lead multiple clients and project teams unsupported, ensuring the delivery of high-quality insight, design and critical thinking
  • Demonstrate expert knowledge of all Service Design research and design methodologies, techniques and tools, work to evolve their application for improved, customer and client business outcomes
  • Develop and deliver specialist training to embed Seren’s methodologies, both within the team and externally
  • Supervise and oversee the day-to-day work of multiple teams and works with the Practice Director to ensure quality of output across projects
  • Identify and act on opportunities within projects and across the client organisation and works with Client Services and the New Business team to secure, on-sell and up-sell, and contribute to New Business proposals and pitches as required
  • Support the Practice Director in recruitment and the allocation of resource to each project
  • Support methodology leadership for the practice area and work with the Practice Director to implement new methodologies and support practice integration; recommend frameworks to embed insight into an organisation
  • Attend and contribute to industry events, locally and internationally
  • Line manage a number of consultants (Junior to Senior)

Skills and Experience

  • Strong creative intuition, ability to deliver groundbreaking, innovative conceptual thinking, whilst also having an engineering and analytical mindset to work out organisational and business implications to deliver real value to clients
  • 8+ years’ experience in Service Design, Innovation and Customer Experience Design, thought leader in Service Design, profound understanding of design in general and related design disciplines like Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design
  • Discipline and/or sector specialism, and advanced enough understanding of other sectors and disciplines to be able to scope and lead cross-discipline projects in any sector
  • Knowledge of design research skills across qualitative and quantitative methodologies and experience in using them effectively in collaboration
  • Ability to integrate commercial effort/impact data into project journey and concept outputs to help illustrate the commercial implication to the client
  • Strong influencing, negotiation and communication skills, both written and verbal
  • Experience in scoping, planning and costing multi-disciplinary programmes of work
  • Experience ranging from incubator/startup to large corporate transformation
  • Previous line management experience
  • Proficiency in Adobe CS
  • Ability to write to a high standard, fluent in English, additional major languages desired
  • People-centred from research through to delivery
  • A portfolio showing all above
  • Recognised Degree (essential) and Masters (desirable)
  • A willingness to travel and work overseas

Interested?

Send your CV and portfolio to recruitment@ey-seren.com

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