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Description Motability Operations is continuing its transition to a more digitally led, inclusive and partner-enabled organisation across ICE, EV and Specialised Mobility. This role exists to ensure that as our services evolve, customers experience them as joined-up, coherent and confidence-building end-to-end journeys, regardless of channel or partner involvement. The CX Designer will design and shape end-to-end services (front-stage and back-stage) across complex customer journeys, working closely with multidisciplinary teams to: Set direction for CX across multiple journeys, programmes or domains, ensuring alignment to a coherent enterprise-wide experience vision. Build and evolve strategic, evidence-led service visions aligned to Motability Operations' purpose and CX principles Identify and resolve service-level pain points, gaps and inconsistencies across channels, teams and partners Influence strategic decisions on service scope, priorities and investment based on customer and business outcomes The role sits within the Customer Experience Planning and Change team. The team is responsible for creating a joined-up CX vision and approach across Motability Operations, ensuring that customer experience is designed intentionally and consistently across products, services and partners. Shared responsibilities of everyone on the team Contribute to the continuous improvement of our service and design methodology Champion inclusive design and accessibility, ensuring no customer is left behind Participate in a culture of open sharing, collaboration and constructive critique Help the organisation understand the customer impact of decisions and change Key Responsibilities To achieve this, the role will: Own and evolve end-to-end CX visions and roadmaps across multiple initiatives Lead end-to-end service design activity across discovery, definition and early delivery phases Provide strategic oversight and assurance across squads to ensure consistency and alignment to CX principles Translate research, insight and strategy into clear service models, journeys and blueprints Define experience principles, service outcomes and success measures to guide delivery teams Facilitate workshops and co-design activities with customers, colleagues and partners Design for coherence across digital, assisted and partner-led channels Measure and evaluate service outcomes, feeding learning back into continuous improvement Coach and mentor designers and non-designers to build service design capability across teams Qualifications We are looking for someone who demonstrates strong CX Design capability aligned to the behaviours and ways of working we value as a CX team. 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 Benefits 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. TPBN1_UKTJ

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