At Aston Martin, we are redefining how exceptional customer experiences are delivered across every touchpoint. Within our Digital and Growth team in Marketing & Communications, we are shaping a connected ecosystem that brings our brand to life across digital and physical journeys.
What You'll Be Doing
* Lead the design and evolution of end‑to‑end service journeys across digital and physical touchpoints, identifying opportunities, friction points and areas for improvement.
* Translate insight into clear, actionable service interventions that drive both customer value and commercial impact.
* Act as the voice of the customer, ensuring all experiences are grounded in real behavioural insight, operational feasibility and brand standards.
* Define and embed service principles and experience guardrails that drive consistency and quality at scale.
* Co‑create future service models and concepts with Product, UX and Engineering teams, ensuring innovation is supported by robust systems thinking rather than isolated features.
* Facilitate cross‑functional collaboration, aligning stakeholders and shaping scalable, impactful solutions.
* Use qualitative and quantitative data—research, analytics, CRM insights and customer feedback—to uncover root causes, define opportunities and prioritise improvements.
* Apply a strong focus on experimentation and validation to enable continuous optimisation across the customer lifecycle.
* Lead the creation of high‑quality service design artefacts, including journey maps, service blueprints and prototypes, ensuring design excellence from concept through to delivery.
* Take ownership of work, demonstrating accountability for outcomes and continuous improvement, and navigate ambiguity by bringing clarity, structure and direction where it may not already exist.
* Communicate and collaborate effectively to influence stakeholders and build alignment across teams, while maintaining a clear focus on delivering high‑quality, customer‑centred outcomes.
Qualifications
* Experience as a Service Designer, CX Manager or Experience Designer with a strong track record of shaping end‑to‑end customer experiences.
* Confidence analysing and interpreting data using tools such as Google Analytics, Tableau and Excel, using insight to inform decision‑making and prioritisation.
* Hands‑on experience with design tools such as Figma (or similar) to create end‑to‑end journeys, prototypes and service concepts.
* Expertise in service design methodologies—journey mapping, service blueprinting and systems thinking—along with the ability to connect strategy with practical delivery.
* Experience working in cross‑functional environments and managing stakeholders.
* Preferable experience within automotive, retail or premium customer‑focused environments, exposure to digital teams and working with external agencies, and a background in digital marketing or digital delivery.
Why Join Aston Martin
This is an opportunity to shape how one of the world’s most iconic brands delivers truly exceptional customer experiences. You will work at the intersection of creativity, data and technology, helping define the future of service design at Aston Martin within a collaborative and forward‑thinking environment.
Belong at Aston Martin We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.
The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd.
Advertised: 04 Jun 2026 GMT Daylight Time Applications close: 21 Jun 2026 GMT Daylight Time
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