Overview

Lead User Experience (UX) Designer role at Motability Operations Ltd. 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 embed continuous user research, data insights, rapid prototyping, and iterative testing into our design process.

Responsibilities

• Lead and influence user centred design by ensuring customer insight, behavioural data and service metrics inform decisions at roadmap and portfolio level.
• Build trusted relationships with senior stakeholders, influencing direction through clear narratives, artefacts and measurable goals.
• Promote accessibility and inclusion, with strong practical knowledge of WCAG 2.2 and how to apply it across web and native experiences.
• Represent the UX discipline across Motability Operations, raising awareness of its value and impact.

End-to-end Experience

• Oversee experience quality from discovery through to measurement, ensuring the right problems are solved and the right fidelity delivered at the right time.
• Partner with service designers to map real-world journeys, including people, processes and channels that support them.
• Guide ideation and decision-making: define hypotheses, create testable prototypes, and validate solutions with users, including disabled participants.
• Provide design direction during delivery, challenging constraints where appropriate and ensuring high-quality implementation.
• Define success measures (e.g., task success, customer effort, accessibility conformance, digital contact reduction) and communicate them clearly.
• Govern and evolve our design system to drive consistency, accessibility, and scalability across journeys.
• Establish principles and guidelines for using behavioural insights ethically across Motability Operations’ digital services.
• Ensure design has a clear brief and measures of success as part of a balanced scorecard.
• Apply psychological models (e.g., cognitive load, motivation, habit formation, choice architecture, nudging) to guide design at scale.
• Ensure behavioural interventions build trust, reduce friction, and empower customers—particularly in complex decisions such as vehicle choice, finance, and EV adoption.
• Collaborate with researchers and data specialists to test behavioural hypotheses, monitor impact, and refine standards over time.
• Support designers in learning behavioural design methods and applying them responsibly in day-to-day work.

Grow the UX Community

• Coach and mentor designers at all levels, creating conditions where people do their best work.
• Shape and promote a culture of design excellence, increasing the UX team’s influence and capability.
• Foster a collaborative culture of critique, learning, and knowledge-sharing, scaling good practice through playbooks, rituals, and reusable patterns.
• Provide line management for Senior or mid-weight designers, depending on team structure.

About You

• Must be passionate about developing and mentoring.
• Able to form strong trust-based relationships with team members, peers, managers and stakeholders.
• Strong experience in Behavioural Design and understanding of psychological principles of design.
• Strong critical analysis skills to evaluate and critique solutions against the problem or opportunity.
• Embrace user and internal community feedback; actively listen and understand what is said and not said.
• Driven by change; constantly looking for ways to improve, grow and expand UCD.
• Very strong communication skills, able to present to different audiences using a variety of artifacts and methods.
• Hands-on experience as a Senior or Lead product/UX designer across multiple devices and platforms.
• Comfortable challenging when problems and success metrics are missing or poorly defined.
• Enjoys working in a collaborative, cross-functional environment.
• Experience using a test and iterate approach through usability studies and early UX research methods.

Required Qualifications

• Extensive experience in UX or product design roles.
• Experience shaping product or service direction in complex environments.
• Ability to connect customer evidence, behavioural insights, and business outcomes into clear priorities and actions.
• Skilled communicator, confident working with senior stakeholders and tailoring messages for different audiences.
• Strong knowledge of accessibility and inclusive design, with practical expertise in applying WCAG 2.2 standards.
• Collaborator across Product, Engineering, Research, Content, and Data.
• Hands-on when needed, but focused on multiplying impact through leadership, standards, and coaching.
• Portfolio demonstrating design process and outcomes across multiple platforms.
• Experience in behavioural design with responsible application of psychological principles at scale.

About the Company

Motability Operations is a unique organisation with a strong purpose and commercial edge, providing mobility solutions to over 860,000 customers and their families across the UK.

We operate hybrid working across the organisation, with time split between onsite and remote work in the UK.

Benefits and Perks

• An annual discretionary bonus
• Life assurance at 4 times basic salary
• Employee Discount Scheme with retailers and an app
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Cycle to Work Scheme with onsite facilities
• Health and wellbeing benefits including private medical insurance, critical illness insurance, and access to wellbeing apps
• 28 days annual leave with option to purchase/sell days
• Volunteer day per year
• Prayer room and quiet spaces in offices
• Optional voluntary benefits (e.g., health screenings, gym memberships, charitable giving)

Employment Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Design, Art/Creative, and Marketing

We welcome applicants from all backgrounds and are committed to a diverse and inclusive workforce.