Advocate for the end-to-end customer experience

• You are able to see the whole experience, not just individual touchpoints or channels.
• You can synthesise research, insight and data into clear service narratives and journey models.
• You have experience designing experiences that build customer confidence, understanding and trust over time.

Design with outcomes in mind

• You can articulate how your design work supports customer, business and operational outcomes.
• You define clear experience principles, measures and guardrails to support decision-making.
• You influence prioritisation and investment decisions through evidence-led design thinking - balancing customer needs with feasibility, policy and partner constraints.

Work inclusively and systemically

• You demonstrate an inclusive design mindset, ensuring services work for a wide range of customer needs.
• You consider backstage processes, data, roles and technology alongside customer-facing experiences.
• You understand the impact of CX decisions on colleagues and partners.

Collaborate and influence

• You are experienced working in agile, multidisciplinary environments.
• You can confidently facilitate workshops and present service design work to senior stakeholders.
• You support teams by providing clarity, alignment and constructive challenge.
• You drive continuous improvement of CX design practice, tools and methods across the organisation.
• You work closely with UX Designers, UX Researchers, Product Managers, Insights, Technology and Operational teams to bring service visions to life and support delivery over time.

Design iteratively and learn continuously

• You are comfortable with ambiguity and shaping problems as understanding evolves.
• You show your work early and welcome feedback.
• You stay curious and keep up to date with service design methods, tools and best practice.
• You are curious about AI use cases and actively use it to accelerate or refine design activity.

Minimum criteria

You’ll need all of these.

• Proven experience as CX or service designer working in matrix organisation.
• Experience with core design tools e.g. Miro, Figma etc.
• Experience working on managing customer experiences within a regulated environment.
• Familiar with TheyDo or other journey management tools.
• Experience delivering through digital transformation.
• Ability to communicate designs through storytelling and visualisation.
• Strong stakeholder management and influencing skills, with experience engaging a range of audiences.
• Experience working collaboratively across teams and embedding CX into decision-making.
• Highly organised and methodical, with strong attention to detail and ability to manage multiple priorities.
• Commercial awareness and ability to link recommendations to business outcomes.

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day

• We find solutions.
• We drive change.
• We care.

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.