Senior User Experience (UX) Designer

About The Role

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

Design end-to-end

• Create evidence-based user journeys across web and native experiences.
• Partner with service designers to understand the wider context of services and touchpoints.
• Generate and refine ideas that solve customer and business problems.
• Produce prototypes and high-fidelity designs, using them to test with users and achieve stakeholder buy-in.
• Collaborate closely with engineers and product managers during delivery, ensuring implementation matches design intent.
• Define and measure success criteria for solutions, reporting outcomes from a user experience perspective.
• Contribute to our design system by creating or refining reusable components and patterns.

Apply behavioural design principles

• Use psychological principles of design to create experiences that guide, motivate, and support customers in making confident decisions.
• Ensuring that design has a clear brief and measures of success as part of a balanced scorecard.
• Ensure that we design solutions based on problems using root cause analysis
• Use research approaches like competitor analysis to find opportunities for improved journeys.
• Apply behavioural insights such as cognitive load, choice architecture, nudging, and persuasive patterns responsibly and ethically.
• Balance business goals with customer wellbeing, ensuring that behavioural design approaches build trust and transparency.
• Work with researchers to test behavioural hypotheses, measuring the impact of design interventions on customer behaviour.
• Translate complex services into clear, supportive journeys that reduce friction and help customers achieve their goals.

Support the UX community

• Share knowledge and best practices with peers in the UX team.
• Participate actively in design critiques, giving and receiving constructive feedback.
• Mentor junior designers, supporting their growth and confidence.
• Contribute to a collaborative environment where expertise, insights, and ideas are openly shared.

About You

• Hands-on designer with strong skills in interaction, information, and visual design.
• Experienced in delivering digital products and services from concept to implementation.
• Strong communicator who can explain design decisions clearly and adapt messages for different audiences.
• Embrace user and internal community feedback
• Strong critical analysis skills, that can use all the factors of UX practice to evaluate and critique solutions against the problem or opportunity
• Collaborative and open, thriving in cross-functional squads.
• Familiar with applying accessibility and inclusive design standards in practice.
• Knowledgeable in behavioural design principles, with experience applying psychological insights to influence decision-making and improve usability.
• Comfortable working with user research and usability testing, translating findings into design improvements.
• Comfortable challenging when problem and success metrics are missing or poorly defined
• Curious and adaptable, keen to learn and to help others develop.

Minimum Criteria

You’ll need all of these.

• Five or more years of experience in UX or product design roles.
• Proven ability to deliver end-to-end design work with measurable impact.
• Experience applying WCAG accessibility standards to real-world designs.
• Strong critical analysis skills
• Understanding of behavioural design principles and how to apply them responsibly in practice.
• Experienced at delivering impactful and measurable user experiences
• Strong communication and presentation skills, with evidence of influencing stakeholders.
• Experience working in cross-functional teams alongside product managers and engineers.
• Portfolio that demonstrates the design process and outcomes across multiple platforms.

About The Company

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.