CX Designer: End-to-End Service Design (Hybrid)

Motability Operations Ltd; West of England; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Motability Operations Ltd in the United Kingdom is seeking a CX Designer to shape end-to-end customer journeys across channels, working with multidisciplinary teams to deliver joined-up experiences aligned to CX principles.

You will own CX visions, lead discovery through delivery, and translate research into service blueprints. The role sits in the Customer Experience Planning and Change team and supports continuous improvement.

Qualifications

• Proven CX or service design experience in matrix organisations.
• Ability to translate research into service narratives and journey models.
• Experience designing end-to-end customer journeys across channels.

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.
• Work with UX Designers, UX Researchers, Product Managers, Insights, Technology and Operations teams to bring service visions to life.

Skills

CX design

Service design

Stakeholder management

Work in agile teams

Workshop facilitation

User research

Storytelling & visualization

Tools

Miro

Figma

TheyDo

Job description

Motability Operations Ltd in the United Kingdom is seeking a CX Designer to shape end-to-end customer journeys across channels, working with multidisciplinary teams to deliver joined-up experiences aligned to CX principles.

You will own CX visions, lead discovery through delivery, and translate research into service blueprints. The role sits in the Customer Experience Planning and Change team and supports continuous improvement.