Lead Service Designer
Lead Service Designer
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Job Description
Role Overview
As a Senior Service & Experience Designer youll wear multiple hats: part strategist part systems thinker and part handson designer. Youll orchestrate endtoend 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 Tshaped designer who thrives in ambiguity and can pivot from highlevel service blueprints to pixelperfect interfaces.
Key Responsibilities
1. 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 crossborder tax complexities) and design mitigation strategies.
Collaborate with legal operations and partners to cocreate scalable service policies (e.g. dispute resolution frameworks).
2. UX/UI
Translate service blueprints into intuitive user journeys wireframes and highfidelity 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 mixedmethods research: contextual inquiries with dealers diary studies with buyers SME interviews with OEMs.
Synthesize insights into actionable artifacts (personas journey maps JobstobeDone frameworks).
Advocate for underserved stakeholders (e.g. warehouse staff impacted by inventory tool changes).
4. CrossFunctional 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 actornetwork analysis).
Build a repository of reusable templates (Miro boards research playbooks) to democratize service thinking.
Qualifications
Essential
5 years in service design UX or hybrid roles with a portfolio showcasing endtoend 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: Youve designed for multisided platforms (B2B2C) or regulated industries (automotive fintech logistics).
Comfort with agile rituals (sprints scrums) and dualtrack delivery (discovery development).
Desired
Experience with AIdriven 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 PLEASE
We work with a carefully selected set of recruitment agencies and were not looking to add to our PSL.
We do not accept unsolicited agency CVs sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CVs.
Who we are
Cox Automotive is the worlds 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.
The Benefits
Testimonials
Aneliese Platts
Senior Designer
Ann Fairbanks
Executive PA & Business Support
Gemma Hepple
National Operations Manager
Documents
Employment Type
Full-Time
