Motability Operations
Lead User Experience (UX) Designer
- +3
- +5
- Bristol, England, United Kingdom
- +3
- +5
- Bristol, England, United Kingdom
Über
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 believe the best experiences come from deep understanding, which is why we embed continuous user research, data insights, rapid prototyping, and iterative testing into our design process.
What you'll be doing
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.
Shape end-to-end experiences
- 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 our design system to drive consistency, accessibility, and scalability across journeys.
Shape behavioural design practice
- Establish 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.
Qualifications
- 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, that can use all the factors of UX practice to evaluate and critique solutions against the problem or opportunity
- Embrace user and internal community feedback
- Ability to actively listen, hear and understand what is said and not said, and 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 types of 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 problem 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 collaborating on early UX research methods
Minimum criteria:
You'll need all of these.
- 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.
Benefits
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 860,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
- We find solutions
- We drive change
- We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect:
- An annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
- Employee Discount Scheme with a huge number of retailers and an app to save on the go
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
- 28 days annual leave with option to purchase and sell days
- Funded Private Medical Insurance cover
- Critical illness insurance
- Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
- Funded health screening for over 50s
- 1 day per year to volunteer - Staff can support a local charity or do a sponsored event whilst being paid for it
- Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
- Dental Insurance
- Health and cancer screenings for you and your partner
- Discounted gym memberships
- Charitable giving
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.
TITL1_UKTJ
Wünschenswerte Fähigkeiten
- Accessibility
- Prototyping
- UX Design
- User Experience
- User Research
Berufserfahrung
- Product Designer
- UX Designer
- Visual/UI Designer
Sprachkenntnisse
- English