Lead Service Designer

Job title:

Lead Service Designer

Company

Cox Automotive

Job description

Role OverviewAs a Senior Service & Experience Designer, you’ll wear multiple hats: part strategist, part systems thinker, and part hands-on designer. You’ll orchestrate end-to-end service experiences while delivering polished UX/UI solutions, ensuring our platform works seamlessly for users and the complex ecosystem they operate in. This role is ideal for a “T-shaped” designer who thrives in ambiguity and can pivot from high-level service blueprints to pixel-perfect interfaces.Key Responsibilities1. Service Design Leadership– Lead service blueprinting workshops to map frontstage (dealer/buyer interactions) and backstage (OEM data flows, compliance workflows) processes.– Identify ecosystem risks (e.g., GDPR conflicts, cross-border tax complexities) and design mitigation strategies.– Collaborate with legal, operations, and partners to co-create scalable service policies (e.g., dispute resolution frameworks).2. UX/UI Execution– Translate service blueprints into intuitive user journeys, wireframes, and high-fidelity prototypes (Figma, Adobe XD).– Conduct usability testing and iterate on UI components (e.g., dealer dashboards, buyer search interfaces).– Evolve our design system to ensure consistency across markets while accommodating regional needs.3. Research & Synthesis– Plan and execute mixed-methods research: contextual inquiries with dealers, diary studies with buyers, SME interviews with OEMs.– Synthesize insights into actionable artifacts (personas, journey maps, Jobs-to-be-Done frameworks).– Advocate for underserved stakeholders (e.g., warehouse staff impacted by inventory tool changes).4. Cross-Functional Collaboration– Embed with agile squads (inventory, marketplace, decision engine) as a “service design ambassador,” ensuring features align with ecosystem needs.– Partner with data scientists to operationalize behavioural insights (e.g., “How might dealer pain points inform ML model prioritization?”).5. Scalable Advocacy– Train product and engineering teams in service design basics (e.g., journey mapping, actor-network analysis).– Build a repository of reusable templates (Miro boards, research playbooks) to democratize service thinking.QualificationsEssential– 5+ years in service design, UX, or hybrid roles, with a portfolio showcasing end-to-end service ecosystems and UI/UX deliverables.– Fluency in both service design tools (blueprints, stakeholder maps) and UX tools (Figma, UserTesting, Hotjar).– Proven ability to simplify complexity: You’ve designed for multi-sided platforms (B2B2C) or regulated industries (automotive, fintech, logistics).– Comfort with agile rituals (sprints, scrums) and dual-track delivery (discovery + development).Desired– Experience with AI-driven interfaces (e.g., chatbots, predictive analytics dashboards).– Fluency in European languages or experience designing for multilingual users.– Basic coding skills (HTML/CSS, React) or familiarity with developer workflows.STRICTLY NO AGENCIES PLEASEWe work with a carefully selected set of recruitment agencies and we’re not looking to add to our PSL.We do not accept unsolicited agency CV’s sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV’s.Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

Expected salary

Location

Accrington, Lancashire

Job date

Thu, 27 Mar 2025 07:14:25 GMT

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