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- Tasks: Lead innovative service design for AI-enabled services that enhance user experiences.
- Company: Join the AA, a pioneering company at the forefront of AI technology.
- Benefits: Enjoy 25 days annual leave, competitive salary, and hybrid working options.
- Why this job: Be part of a transformative journey, shaping the future of AI in services.
- Qualifications: Experience in service design with a focus on AI and automation.
- Other info: Collaborative environment with opportunities for professional growth and impact.
The predicted salary is between 36000 - 60000 £ per year.
Location: London (hybrid working 3 office days per week)
Employment Type: Permanent, full time
We’re Supercharged – And This Is Just the Beginning. The AA is entering a bold new with AI at the wheel. We’re building a dedicated AI capability, and we’re looking for passionate pioneers to shape what comes next. We’ve recently replatformed onto a modern data stack, unlocking access to one of the UK’s richest datasets, from detailed vehicle fault histories to real-time connected car telemetry. Now, we’re turning that data into intelligent systems that keep Britain moving. This is your chance to be part of something new. Something exciting. Something that matters. Ready to join the AA+AI journey?
The AA is building an AI Centre of Excellence to create safe, trusted and scalable AI-enabled services for our members and colleagues. As a Senior Service Designer, you’ll shape end-to-end services where AI plays a meaningful role, from early discovery through to live service operation and continuous improvement.
This is a senior, influential role for someone who enjoys working at the intersection of design, technology, data and operations, and who can reimagine services from first principles while improving existing ones through responsible automation. You’ll work closely with Product, Engineering, Data Science, Operations, Risk and Policy teams, helping the organisation design services that are human‑centred, operable at scale and built for trust.
What will I be doing?
- Lead end‑to‑end service design across complex, AI‑enabled services spanning digital channels, assisted journeys and internal operations
- Reimagine and evolve services where automation or AI can simplify journeys, improve outcomes or enable new service models
- Create and own service blueprints, journey maps and systems maps that clearly articulate dependencies across multiple products and platforms
- Design human‑in‑the‑loop service models that balance automation with transparency, control and clear escalation paths
- Collaborate across multidisciplinary teams to align service outcomes with customer needs, operational realities and business goals
- Influence senior stakeholders using insight, evidence and clear storytelling to shape service strategy and delivery decisions
What do I need?
- Deep, hands‑on experience delivering service design across a broad range of complex initiatives, with exposure to multiple service contexts and domains
- Proven capability designing services that span multiple systems, products and platforms, navigating dependencies and trade‑offs
- Strong systems thinking skills, with confidence mapping socio‑technical services and operational workflows end to end
- Experience working on services where automation or AI is a core driver of change, not just a supporting feature
- A collaborative mindset, with the ability to influence and guide cross‑functional teams without formal line management
- A strong commitment to inclusive, accessible and ethical service design, with trust and usability treated as non‑negotiable
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including: 25 days annual leave plus
Senior Service Designer in London employer: Automobile Association
Contact Detail:
Automobile Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Designer in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work in service design, especially projects involving AI and automation. This will give you an edge and show employers what you're capable of.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to service design and AI. Think about how you can demonstrate your systems thinking skills and collaborative mindset during the conversation.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our exciting journey at The AA.
We think you need these skills to ace Senior Service Designer in London
Some tips for your application 🫡
Show Your Passion for AI: When writing your application, let your enthusiasm for AI and service design shine through. We want to see how you can contribute to our exciting journey at the AA, so share your experiences and ideas that align with our mission.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We love seeing candidates who take the time to connect their background with what we’re looking for in a Senior Service Designer.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the role. We appreciate well-structured applications that make it easy for us to see your potential.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Automobile Association
✨Know Your Stuff
Before the interview, dive deep into the role of a Senior Service Designer. Familiarise yourself with service design principles, especially in the context of AI and automation. Be ready to discuss your past experiences and how they relate to the job description.
✨Showcase Your Collaboration Skills
This role involves working closely with various teams. Prepare examples that highlight your ability to collaborate across disciplines. Think about times when you influenced stakeholders or guided teams without formal authority – these stories will resonate well.
✨Bring Your Design Tools
Be ready to discuss your approach to creating service blueprints, journey maps, and systems maps. If possible, bring along samples of your work or be prepared to talk through your design process. This will demonstrate your hands-on experience and systems thinking skills.
✨Emphasise Ethical Design
The AA values inclusive and ethical service design. Be prepared to discuss how you ensure trust and usability in your designs. Share your thoughts on balancing automation with transparency and control, as this is crucial for the role.
