Candidate Experience Senior Analyst

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Candidate Experience Senior Analyst

Hybrid - 2 days per week onsite in Abbey Wood, Bristol
Full Time, Permanent
Band 5

Are you passionate about research and uncovering meaningful insights that lead to real change? Do you thrive in collaborative environments where your work directly influences strategic decision-making?

We are looking for a Candidate Experience Senior Analyst to join our AFRS MI & Analytics team. In this vital role, you will be responsible for researching, analysing, and reporting on candidate experience to drive continuous improvement across the Armed Forces Recruitment Services Contract within the Defence sector.

You'll work closely with cross-functional teams and stakeholders to deliver actionable insights that help optimise the candidate journey, ensuring that every step of the recruitment process is efficient, user-friendly, and aligned with strategic objectives.

As part of this you'll:

• Lead and deliver high-quality candidate experience research and analysis to support recruitment operations and strategy.

• Create impactful reports and slide decks that drive performance improvements and enhance the candidate journey.

• Collaborate with AFRS functions to analyse candidate behaviour, campaign performance, and service design effectiveness.

• Conduct and support research activities end-to-end: from planning sessions, recruiting participants, developing discussion guides, to moderating user research sessions.

• Translate complex data into clear, accessible insights for internal teams, clients, and senior stakeholders.

• Proactively act as a "trusted partner" to operational managers, providing data-driven recommendations for enhancing recruitment outcomes.

What you'll need to do the role:

Experience:

• 4+ years of hands-on experience in delivering qualitative and quantitative research across the service design lifecycle.

• Strong experience in end-to-end research, including exploratory and evaluative methods.

Qualifications:

• A bachelor's or master's degree in a relevant field such as Research, Psychology, Human-Centred Design, or related disciplines.

Skills & Attributes:

• Deep curiosity and passion for understanding human behaviour.

• Strong storytelling and communication skills - able to present research narratives with clarity and impact.

• Confident working in ambiguity and applying structured thinking to complex challenges.

• Team player who enjoys sharing insights and collaborating with diverse teams.

• Solution-oriented and commercially aware - you understand how your insights impact delivery outcomes.

• Demonstrated ability to work independently and multitask across multiple workstreams.

• This role requires Baseline Personnel Security Standard (BPSS) and may require Security Check (SC) clearance.

Research Techniques You Should Know

Essential - Qualitative Methods:

• User interviews

• Moderated usability studies

• Focus groups / workshops

• Diary studies

• Contextual inquiry / ethnography

• Concept testing

• Co-design / participatory research

Desirable - Quantitative Methods:

• Surveys & questionnaires

• A/B or multivariate testing

• Web/app analytics

• Quantitative usability benchmarking

• Data analysis (descriptive, diagnostic, or statistical)

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave plus bank holidays.

• Annual leave purchase scheme.

• Up to 6% contributory pension scheme

• Flexible working options.

• Free onsite parking.

• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.

• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.

• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.

• A safe and supportive culture.

• A company passionate about diversity and inclusion.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000