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 our UX team shapes intuitive, inclusive, and impactful digital experiences.

You’ll join a collaborative, cross-functional UX team that co-creates solutions grounded in real customer needs, embedding continuous user research, data insights, rapid prototyping, and iterative testing into the design process.

Responsibilities

• Lead and influence user centred design; champion user centred design and inclusive research so 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.
• 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: help teams 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 such as task success, customer effort, accessibility conformance, and digital contact reduction, and communicate them clearly.
• Govern and evolve the 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) to guide design approaches at scale.
• Ensure behavioural interventions build trust, reduce friction, and empower customers in complex decisions (e.g., vehicle choice, finance, EV adoption).
• Partner 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.

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 problems or opportunities.
• Embrace user and internal community feedback.
• Ability to actively listen and understand what is said and not said, with nuanced comprehension of meaning and intent.
• Driven by change; continually seeking ways to improve, grow and expand UCD.
• Very strong communication skills for presenting to different audiences using various artifacts and methods.
• Hands-on experience in roles such as Senior or Lead product/UX designer across multiple devices and platforms.
• Comfortable challenging when problem 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 Experience and Skills

• Extensive experience in UX or product design roles.
• Experienced designer who has shaped product or service direction in complex environments.
• Able to connect customer evidence, behavioural insights, and business outcomes into clear priorities and actions.
• Skilled communicator with senior stakeholders and the ability to tailor messages for different audiences.
• Strong knowledge of accessibility and inclusive design, with practical expertise in applying WCAG 2.2 standards.
• Strong collaboration across Product, Engineering, Research, Content, and Data.
• Hands-on enough to unblock teams when needed, but focused on multiplying impact through leadership, standards, and coaching.
• Experience delivering impactful and measurable user experiences, including behavioural design applied responsibly at scale.
• Portfolio demonstrating design process and outcomes across multiple platforms.

About The Company

Motability Operations is a unique organisation with a strong sense of purpose and commercial focus, providing mobility solutions to over 860,000 customers and their families across the UK. We aim to deliver outstanding customer service, with a high customer satisfaction rating.

Our values are at the heart of everything we do, and we operate hybrid working across the organisation, allowing up to 2 days remote work per week while using office spaces as needed.

As a Motability Operations Team Member, You Can Expect

• An annual discretionary bonus
• Life assurance at 4 times basic salary
• Employee Discount Scheme with retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme

We also offer a range of health and wellbeing benefits, including 28 days annual leave, private medical insurance, critical illness insurance, access to healthcare apps, health screenings for eligible staff, and paid volunteering days.

We are committed to building a diverse workforce and encouraging applications from all backgrounds.

Seniorities and Employment

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

Note: This description reflects the current role; postings may be updated as needed.