Lead UX Designer

At Motability Operations, we put our customers and users at the heart of everything we do — and it shows. With an exceptional 96% customer satisfaction score, our UX team plays a critical role in shaping intuitive, inclusive, and impactful digital experiences that genuinely make a difference in people’s lives. Joining our UX team means stepping into a collaborative and cross-functional environment where your voice matters. You’ll work as part of Product squads co-creating solutions grounded in real customer needs. We believe the best experiences come from deep understanding, which is why we embed continuous user research, data insights, rapid prototyping, and iterative testing into our design process.

What you’ll be doing

• Lead and influence User Centred Design (UCD)
• Play a lead role in continuously improving our design methodology and keep abreast of new tools and processes
• Represent and grow awareness of the UX team throughout the business
• Build strong trust-based relationships with senior stakeholders to support, influence and grow UCD principles
• Advocate and provide guidance on how to use customer insights and data to inform the user experience
• Present knowledge of users in ways such as user journey maps, personas screen flows and service blueprints
• Instruct and influence accessibility with a strong knowledge of WCAG 2.2
• Design end-to-end
• Use qualitative and quantitative data to create digital user experience journey maps.
• Work with Service Designers to consider the whole user journey, other people/processes that support it and how people interact with it in the real world
• Facilitate ideation of solutions to business and user problems
• Create prototypes of proposed solutions to test with users and achieve stakeholder buy-in
• Create detailed designs of solutions within constraints and where necessary challenge the validity of constraints
• Support delivery teams throughout the implementation of solutions
• Measure success of implemented solutions from a user experience perspective
• UX Design community, support and mentorship
• Build strong trust-based relationships to understand individual needs and support as appropriate
• Drive and support development based on individual learning styles and experience
• Build a collaborative environment to maximise use of expertise
• Empathise with complex situations and guide individuals to success
• Know when to step in and when to allow individuals to learn

About You

• Must be passionate about developing and mentoring.
• Able to form strong trust-based relationships with team members, peers, managers and stakeholders
• Ability to actively listen, hear and understand what is said and not said, and with nuanced comprehension of meaning and intent
• Driven by change. Constantly looking for ways to improve, grow and expand UCD
• Very strong communication skills, able to present and communicate to different types of audiences using a variety of artifacts and methods
• Hands-on experience in roles such as Senior or Lead product/ UX designer, across multiple devices and platforms
• Enjoys working in a collaborative, team-oriented, cross-functional environment
• Experience using a test and iterate approach through usability studies, and collaborating on early UX research methods

Minimum criteria:

• Development & Mentorship of individuals
• Cementing UCD within businesses
• Strong communications and presentation skills
• Working with senior stakeholders
• Applying WCAG accessibility standards
• Experience as a Senior or Lead UX Designer

About The Company

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 860,000 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.

As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include:

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving

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.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.