CX Designer — End-to-End Service Journeys

Motability Operations Ltd; West of England; On-site; GBP 55,000 - 75,000; Full time

Job summary

Motability Operations Ltd. is evolving its customer experience to be more joined-up across ICE, EV and Specialised Mobility. The CX Designer will shape end-to-end services across complex journeys, working with multidisciplinary teams to align CX direction with the enterprise-wide vision.

The role focuses on guiding service design from discovery through early delivery, ensuring coherence across channels and partners, and driving continuous improvement through customer insights.

Qualifications

• Design and shape end-to-end CX across complex journeys.
• Champion inclusive design and accessibility.
• Collaborate with multidisciplinary teams to align CX with enterprise vision.

Responsibilities

• Own and evolve end-to-end CX visions and roadmaps across multiple initiatives.
• Lead end-to-end service design across discovery, definition and early delivery phases.
• Provide strategic oversight to ensure consistency with CX principles across squads.
• Translate research and strategy into service models, journeys and blueprints.
• Define experience principles, outcomes and success measures for delivery teams.
• Facilitate workshops and co-design activities with customers, colleagues and partners.
• Design for coherence across digital, assisted and partner-led channels.
• Measure service outcomes and feed learnings back into continuous improvement.
• Coach and mentor designers and non-designers to build service design capability across teams.

Job description

Motability Operations Ltd. is evolving its customer experience to be more joined-up across ICE, EV and Specialised Mobility. The CX Designer will shape end-to-end services across complex journeys, working with multidisciplinary teams to align CX direction with the enterprise-wide vision.

The role focuses on guiding service design from discovery through early delivery, ensuring coherence across channels and partners, and driving continuous improvement through customer insights.