About The Role

Motability Operations puts customers and users at the heart of everything we do. Our UX team shapes intuitive, inclusive, and impactful digital experiences backed by strong customer satisfaction. You will join a collaborative, cross-functional environment where your voice matters and you’ll work within 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 championing customer insight, behavioural data and service metrics to 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 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.

• Shape end-to-end experiences by overseeing 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 our design system to drive consistency, accessibility, and scalability across journeys.

• Shape behavioural design practice by establishing principles and guidelines for using behavioural insights ethically across Motability Operations’ digital services.
• Ensuring that design has a clear brief and measures of success as part of a balanced scorecard.
• Apply psychological models (such as cognitive load, motivation, habit formation, choice architecture, and nudging) to guide design approaches at scale.
• Ensure behavioural interventions build trust, reduce friction, and empower customers — particularly in complex decisions such as vehicle choice, finance, and 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 their 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, ensuring the UX team grows in influence and capability.
• Build a collaborative culture of critique, learning, and knowledge-sharing, scaling good practice through playbooks, rituals, and reusable patterns.
• Depending on team structure, provide line management for Senior or mid-weight designers.

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, able to evaluate and critique solutions against the problem or opportunity using the full spectrum of UX practice.
• Embrace user and internal community feedback.
• Ability to actively listen, hear and understand what is said and not said, with nuanced comprehension of meaning and intent.
• Driven by change; constantly looking for ways to improve, grow and expand UCD.
• Very strong communication skills, able to present and communicate to different audiences using a variety of artifacts and methods.
• Hands-on experience in roles such as 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, team-oriented, cross-functional environment.
• Experience using a test-and-iterate approach through usability studies and collaboration on early UX research methods.

Minimum criteria:

• 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, turning them into clear priorities and actions.
• Skilled communicator, confident working with senior stakeholders and tailoring messages for different audiences.
• Strong critical analysis skills.
• Deep knowledge of accessibility and inclusive design, with practical expertise in applying WCAG 2.2 standards.
• Strong collaborator 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.
• Experienced at delivering impactful and measurable user experiences.
• Experienced in behavioural design, with a track record of applying psychological principles responsibly at scale.
• Portfolio that demonstrates the design process and outcomes across multiple platforms.

About The Company

Motability Operations is a unique organisation focused on providing worry-free mobility solutions to over 860,000 customers and their families across the UK. We lease vehicles with insurance, maintenance, and breakdown assistance, and we offer a network of dealers and partnerships with major manufacturers. We are committed to delivering outstanding customer service and hold a high customer satisfaction rating.

Our values are at the heart of everything we do. We seek people who live and breathe them daily:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation, balancing on-site and remote options within the UK to support work-life balance and collaboration. Hybrid working allows remote work up to 2 days per week while leveraging our office spaces.

As a Motability Operations team member, you can expect:

• An annual discretionary bonus
• 15% non-contributory pension (9% during probation)
• Life assurance at 4 times basic salary
• Employee Discount Scheme with retailers and an app
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme with on-site facilities

Additionally, we offer health and well-being benefits, including:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance
• Critical illness insurance
• Free access to healthcare apps
• Funded health screening for over 50s
• 1 day per year to volunteer and be paid to support a charity
• Access to a Prayer room and quiet spaces in the office

We also offer voluntary benefits that you can select outside the core package, including:

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving

We are committed to building a diverse and inclusive workforce. All offices provide disability access, and we support part-time and flexible working requests where possible.

Please note, Motability Operations reserves the right to close vacancies earlier if we receive a sufficient number of quality applications. We recommend applying promptly.