Description
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
To achieve this, the role will:
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-des...
CX Designer in East Kilbride employer: Motability Operations
As a Senior Events and Marketing Executive, you'll be part of a dynamic and collaborative team dedicated to creating impactful experiences that resonate with our customers. Our inclusive work culture fosters creativity and innovation, while offering ample opportunities for professional growth and development in the vibrant cities of Edinburgh, Bristol, and London. Join us to make a meaningful difference in the lives of those we serve through engaging events and strategic marketing initiatives.
