CX Designer

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

• 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

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