Aston Martin
Service Designer
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Customer Experience Designer
An Aston Martin experience is more than a single interaction. It is the feeling created from the first moment of discovery, through purchase, ownership and every relationship that follows. As our Customer Experience Designer, you will help make those moments feel connected, intuitive and genuinely exceptional.
Based within the Performance Marketing team, you will turn our Customer Experience vision into practical improvements across digital and physical touchpoints. This is a hands-on role for an experienced customer experience professional who can listen closely to customers, uncover what matters most and work with teams across the business to bring better experiences to life.
You will look at the complete customer journey and ask how every moment could feel simpler, more personal and more distinctly Aston Martin. By bringing together customer research, behavioural insight, analytics, CRM insight and feedback, you will uncover the real causes of friction and focus attention on the improvements customers will value most.
You will map Aston Martin’s end-to-end customer journeys across physical and digital touchpoints, helping us understand where experiences work well, where friction exists and where we have the greatest opportunity to improve. Your work will turn insight into clear customer journey maps, future-state experiences, experience principles and prioritised recommendations that teams across the business can understand and act upon.
You will be a strong voice for the customer while understanding the balance between brand ambition, commercial priorities, technology and operational reality. You will help define what better experiences should look and feel like, and translate these into clear recommendations and practical briefs for the teams responsible for bringing them to life.
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Working closely with all areas of commercial, you will bring people together to shape connected customer experiences rather than isolated touchpoints. You will facilitate conversations, challenge assumptions and help teams understand how changes across people, process, technology and communications can create a more consistent and distinctive customer experience.
Requirements
You will have proven experience in customer experience, experience design, service design or a related discipline, supported by examples of how you have helped improve end-to-end customer journeys. You will be confident using customer journey mapping, touchpoint analysis and future-state journey design to make complex experiences easier to understand and improve.
You will know how to combine qualitative customer research with quantitative insight, turning evidence into clear priorities and practical action. Experience using journey-mapping or collaborative design tools such as Figma, FigJam or Miro would be useful, alongside the ability to work with insight from platforms such as Google Analytics, Tableau or Excel.
Just as importantly, you will enjoy working with people. You will be comfortable facilitating workshops, aligning different perspectives and helping ideas move from insight into delivery. Experience in automotive, retail, luxury or another premium customer environment would be an advantage, as would exposure to digital teams and agency partners.
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You will be naturally curious about people and the experiences they have. You will ask thoughtful questions, make complex journeys easier to understand and stay focused on improvements customers can genuinely feel. Comfortable working through ambiguity, you will bring clarity, creativity and practical momentum, with a strong eye for quality at every stage.
This is your opportunity to influence the future of Customer Experience at Aston Martin and help create experiences that are as considered, distinctive and memorable as the cars themselves.
Belong at Aston Martin
At Aston Martin, we believe that the stunning beauty, craftsmanship, and artistry that define our brand come from the diverse voices and talents of our extraordinary team. We are committed to fostering a culture where everyone feels valued, respected, and empowered to thrive.
Your unique perspectives, shaped by your education, culture, ethnicity, race, gender identity, sexual orientation, age, religion, abilities, and more, are what make us stronger and more innovative. We celebrate the richness of diversity and actively seek individuals who bring something new to the table.
If you require any accommodations or support during the application process, please don't hesitate to reach out. We're here to ensure that you can bring your best, in every way.
Let's build something remarkable together.
The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd.
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