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- Tasks: Lead the design of AI-enabled services, enhancing customer journeys and internal processes.
- Company: Join the AA, a pioneering company embracing AI to transform services.
- Benefits: Enjoy 25 days annual leave, competitive pension, and discounts on various products.
- Why this job: Be part of an exciting AI journey that shapes the future of service design.
- Qualifications: Experience in end-to-end service design and strong collaboration skills required.
- Other info: Diverse learning opportunities and a commitment to inclusivity await you.
The predicted salary is between 36000 - 60000 £ per year.
Location: London (hybrid working 3 office days per week)
Employment Type: Permanent, full time
Additional Benefits: Annual Bonus
The AA is building an AI Centre of Excellence to support the design of safe, trusted and scalable services for our members and colleagues. We’re looking for a Senior Service Designer to join our Digital team and help shape AI‑enabled services across customer‑facing and internal journeys. This role is suited to a hands‑on service design specialist who enjoys working across complex systems, collaborating closely with product, engineering, data and operations teams, and turning insight into practical, operable service design.
You’ll work on services where automation and AI are increasingly part of the solution, helping ensure journeys are human‑centred, inclusive and workable in real operational environments.
What will I be doing?
- Own end‑to‑end service design for AI‑enabled initiatives, spanning digital channels, assisted journeys and internal operational processes.
- Design and maintain service blueprints, journey maps and system views that clearly show dependencies across multiple products and platforms.
- Shape and evolve existing services by identifying opportunities for automation, decision support and improved handovers.
- Collaborate with Product, Engineering, Data Science and Operations to ensure services are feasible, usable and aligned to delivery constraints.
- Design services that balance automation with human oversight, clear escalation paths and user understanding.
- Use insight, data and feedback to continuously improve services once they are live.
What do I need?
- Strong experience delivering end‑to‑end service design across complex, multi‑channel services.
- Proven ability to work across multiple systems and products, understanding how frontstage and backstage elements connect.
- Practical experience contributing to services where automation or AI plays a meaningful role.
- Confidence working independently while collaborating closely with multidisciplinary teams.
- Solid systems thinking skills, with experience creating service blueprints and operational views.
- A commitment to inclusive, accessible and responsible service design.
Additional information Benefits:
- 25 days annual leave plus bank holidays + holiday buying scheme.
- Worksave pension scheme with up to 7% employer contribution.
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
- Discounts on AA products including car and home insurance.
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
- Company funded life assurance.
- Diverse learning and development opportunities to support you to progress in your career.
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong.
We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
Senior Service Designer employer: The AA
Contact Detail:
The AA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Designer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at the AA. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your service design projects, especially those involving AI and automation. This will give you an edge during interviews.
✨Tip Number 3
Prepare for the interview by understanding the AA's mission and values. Tailor your responses to show how your experience aligns with their goals in AI and service design.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining the AA team.
We think you need these skills to ace Senior Service Designer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Service Designer role. Highlight your experience with end-to-end service design and how you've worked with AI and automation in the past. We want to see how your skills align with our exciting journey at AA!
Showcase Your Collaboration Skills: Since this role involves working closely with various teams, don’t forget to mention your collaborative experiences. Share examples of how you’ve successfully partnered with product, engineering, and data teams to create seamless services. We love a team player!
Demonstrate Systems Thinking: We’re looking for someone who can think about the bigger picture. Include specific instances where you’ve created service blueprints or operational views that connect different systems. This will show us you understand the complexities of service design.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our innovative team at AA. Don’t miss out on this opportunity!
How to prepare for a job interview at The AA
✨Know Your Service Design Inside Out
Make sure you’re well-versed in end-to-end service design principles, especially in relation to AI and automation. Be ready to discuss your past projects and how you’ve tackled complex systems. This will show that you can hit the ground running.
✨Showcase Your Collaboration Skills
Since this role involves working closely with product, engineering, and data teams, prepare examples of how you’ve successfully collaborated in multidisciplinary environments. Highlight your ability to bridge gaps between different teams and ensure everyone is on the same page.
✨Bring Data-Driven Insights
The AA values data-driven decision-making, so come prepared with insights from your previous work. Discuss how you’ve used data and feedback to improve services and make them more user-friendly. This will demonstrate your commitment to continuous improvement.
✨Emphasise Inclusivity in Design
Given the focus on human-centred and inclusive design, be ready to talk about how you’ve incorporated accessibility into your service designs. Share specific examples where you’ve ensured that services are usable for a diverse range of users.