Description
Motability Operations is continuing its transition to a more digitally led, inclusive and partner-enabled organisation across ICE, EV and Specialised Mobility. This role exists to ensure that as our services evolve, customers experience them as joined-up, coherent and confidence-building end-to-end journeys, regardless of channel or partner involvement.
The CX Designer will design and shape end-to-end services (front-stage and back-stage) across complex customer journeys, working closely with multidisciplinary teams to:
Set direction for CX across multiple journeys, programmes or domains, ensuring alignment to a coherent enterprise-wide experience vision.
* Build and evolve strategic, evidence-led service visions aligned to Motability Operations' purpose and CX principles
* Identify and resolve service-level pain points, gaps and inconsistencies across channels, teams and partners
* Influence strategic decisions on service scope, priorities and investment based on customer and business outcomes
The role sits within the Customer Experience Planning and Change team. The team is responsible for creating a joined-up CX vision and approach across Motability Operations, ensuring that customer experience is designed intentionally and consistently across products, services and partners.
Shared responsibilities of everyone on the team
1. Contribute ...