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

International Director, Service Design & Innovation

“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.”

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."

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"

Chris Thelwell

Chris Thelwell

UX Practice Director

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

Mick Angel

Mick Angel

Principle Service Designer

Digital and de-centralisation creates an explosion of ideas. The pace of change is still growing and yet we are in a period resembling ‘Engels’ Pause’ for technology: it’s going to get very interesting

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"

Tyrone Barton-Robie

Tyrone Barton-Robie

Visual Design

When encountering any brand; every touchpoint within the customer's interaction is designed to deliver thoughtful experiences to ensure upmost satisfaction. Creating a lasting positive impression is a joy to deliver.

Matt Goodacre

Matt Goodacre

Consultant, UX Research

"Human experience is messy, complex and emotional. Untangling this messiness provides an essential understanding of how different people experiences the world, and the structures and relationships that underlie their interactions"

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.

Dubai
Roles Available
Email Recruitment
Paris
Roles Available
Principal Service Designer
Madrid
Roles Available
Email Recruitment
Dublin
Roles Available
Email Recruitment

Service Designer

We are looking for Consultants to join our Service Design team. A Consultant in this team will have to be hands-on in all elementary service design tools, skills & processes. They should above all be smart, switched on and have a strategic, creative and analytical mindset. Consultants should also have enough experience and confidence to give presentations, and organise and run both customer and client-facing research and design sessions. They should enjoy working on greatly varying projects, be open to learning about new industries, new cultures and unknown professional territories, and be always working to deliver and embed outstanding and transformative service design through team effort.       

Key Tasks and Responsibilities

  • Undertakes project work as directed by the Senior Consultant, Principal and Practice Director
  • Provides day to day support to Juniors on the application of EY-Seren methodologies
  • Actively seeks to understand project requirements, roles of all team members, aims and deliverables
  • Monitors own delivery against project requirements, effectively prioritises and delivers to deadlines
  • Delivers tasks with some direction from more senior team members, maintains good relationships with account teams to meet project objectives
  • Shows initiative to collaborate with other disciplines to deliver project tasks
  • Mentors Junior staff and interns
  • Works directly with clients with limited supervision, is competent in performing certain client management responsibilities - with support, takes opportunity to raise client's awareness of EY-Seren's capability, seeks to understand a client's goals. Identifies and acts on opportunities within projects to pass on to the Client Services team for on-sell and up-sell. Identifies potential opportunities with Senior and Principal consultants
  • Shows an active interest in the development of practice methodology and makes recommendations to Senior and Principal Consultants and the Practice Director
  • Shares project/client learning and outcomes with team and company
  • Is able to articulate EY-Seren methodologies and their value to client, is able to articulate EY-Seren's mission statement, present case studies of any projects worked on, articulate the joint EY and EY-Seren offering. Works to gain general understanding of EY business.
  • Attends project briefings and client meetings, industry events.
  • Demonstrates good knowledge of common Service Design techniques and their application.

Skills and Experience

  • Has demonstrable experience in in-depth contextual research, quantitative research, journey mapping, persona building, hosting creative sessions, service prototyping, embedding design & instilling change
  • Shows creative intuition, is able to apply a wide range of creative techniques, deliver innovative conceptual thinking, whilst also having the right analytical mindset and skills to work out organisational and business details to deliver real value to clients
  • Has 1-3 years’ relevant experience in Service Design, profound understanding of design in general and comfortable with related design disciplines like Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design
  • Has knowledge of design research skills across qualitative and quantitative methodologies and experience in how to use them effectively in collaboration, is able set up and conduct customer research, both contextual in-depth and remote large-scale
  • Demonstrates an understanding of business and organisational systems 
  • Can see the bigger picture and find direction from depth, insight and complexity
  • Is able to present case studies of projects worked on
  • Delivers compelling and articulate presentations using various tools and techniques to support spoken content. Chooses content, style and language appropriate to audience and context. Confident presenting to internal and external teams. Able to field questions with credibility.
  • Is capable of designing and running activities within a project, e.g. a co-creation session
  • Has the ability to think strategically across challenges and projects
  • Is proficient in Adobe CS
  • Writes to a high standard, is fluent/native in English, additional major languages desired
  • Effectively prioritises and delivers to deadlines
  • Is people centred from research through to delivery
  • Is able to present a portfolio showing all above
  • Has a recognised Degree (essential) and Masters (desirable) 
  • Is willing to travel and work overseas

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

Senior Service Designer

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

Key tasks and responsibilities

  • Lead client engagements with support from the Principal Consultant and Practice Director
  • Identify and act on opportunities within projects to pass on to Client Services and New Business for on-sell and up-sell and contribute to new business proposals as required
  • Inspire and lead clients and small teams with the delivery of high quality insight and design as directed by the Client Director, Managing Consultant and Programme Manager
  • Supervise the day to day work of a small, multi-disciplinary project team
  • Support the Practice Director in the recruitment and allocation of resource for projects
  • Support methodology leadership for the practice area and work with the Practice Director to implement new methodologies
  • Help to develop and deliver specialist training to embed Seren’s methodologies
  • Attend and contribute to industry events
  • Deliver compelling, articulate presentations using various tools and techniques to support spoken content
  • Actively seek collaboration with relevant disciplines to deliver blended solutions
  • Oversee tasks assigned to Consultants
  • Authoritatively and diplomatically steer, instruct and challenge clients
  • Actively develop their knowledge of the full range of service design techniques and work with the Principal Consultant and Practice Director to apply them to client projects
  • Line manage one or two consultants (Junior to Consultant)

Skills and experience

  • Shows creative intuition, able to apply a wide range of creative techniques, able to deliver innovative conceptual thinking, whilst also having the right analytical mindset and skills to work out organisational and business details to deliver real value to clients
  • 5+ years’ relevant experience in Service Design, profound understanding of design in general and comfortable with related design disciplines like Visual Design, UXD, IA, UI design, Spatial Design, Business Design, Organisation Design
  • Has knowledge of design research skills across qualitative and quantitative methodologies and experience in how to use them effectively in collaboration, able to scope, set up and lead customer research, both contextual in-depth and remote large-scale
  • Demonstrates a good understanding of business and organisational systems
  • Is able to write to a high standard, fluent in English, additional major languages desired
  • Can effectively prioritise and deliver to deadlines, previous line management experience is desirable
  • Is people-centred from research through to delivery
  • A portfolio showing all above
  • Recognised Degree (essential) and Masters (desirable)
  • Proficient in Adobe CS
  • A willingness to travel and work overseas

​Interested?

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

Your browser is out of date!

Please update your browser to view this website correctly.