This is a Permanent, Full Time vacancy that will close in 17 days at 23:59 BST.
The Role
Job Title: Senior Service & Experience Designer
Location: Hybrid - Manchester
Reports To: Product Director
Contract: Full-Time
About Cox Automotive Europe
Cox Automotive Europe is at the forefront of reimagining the future of automotive commerce, delivering a groundbreaking pan-European digital platform. We empower dealers, OEMs, buyers, and retailers with innovative tools that bridge the gap between the physical and digital ecosystems. Join us in designing services that will redefine the way Europe’s automotive industry connects and thrives.
Role Overview
As a Senior Service & Experience Designer at Cox Automotive Europe, you will be a key player in shaping the end-to-end service experiences that support our dynamic platform. You will combine strategic thinking with hands-on design expertise to deliver seamless, high-quality user experiences across complex ecosystems. This role is perfect for a “T-shaped” designer who is comfortable navigating ambiguity and can effortlessly transition between creating high-level service blueprints and crafting pixel-perfect user interfaces. If you're passionate about delivering impactful, user-centred designs that make a real difference in a fast-paced environment, this role is for you.
Key Responsibilities
1. Lead service blueprinting workshops to map both frontstage (dealer/buyer interactions) and backstage (OEM data flows, compliance workflows) processes.
2. Identify ecosystem risks such as GDPR conflicts or cross-border tax complexities, and design mitigation strategies.
3. Collaborate closely with legal, operations, and partner teams to co-create scalable service policies (e.g., dispute resolution frameworks).
4. Transform service blueprints into intuitive user journeys, wireframes, and high-fidelity prototypes using tools like Figma and Adobe XD.
5. Conduct usability testing, analyse results, and iterate on UI components (e.g., dealer dashboards, buyer search interfaces).
6. Drive the evolution of our design system, ensuring consistency while allowing for regional adaptations across markets.
7. Plan and execute mixed-methods research, including contextual inquiries with dealers, diary studies with buyers, and SME interviews with OEMs.
8. Synthesize research findings into actionable insights, such as personas, journey maps, and Jobs-to-be-Done frameworks.
9. Advocate for underserved stakeholders, such as warehouse staff impacted by changes in inventory tools.
10. Integrate with agile squads (e.g., inventory, marketplace, decision engine) as a “service design ambassador,” ensuring features align with ecosystem needs.
11. Collaborate with data scientists to operationalize behavioural insights, influencing model prioritization (e.g., understanding how dealer pain points inform ML model decisions).
12. Champion the adoption of service design within product and engineering teams by training them in journey mapping, actor-network analysis, and other service design basics.
13. Create a repository of reusable templates (Miro boards, research playbooks) to democratize service design thinking and methodologies across the organization.
Qualifications
* 5+ years of experience in service design, UX, or hybrid roles, with a portfolio demonstrating end-to-end service ecosystems and UI/UX deliverables.
* Proficiency with service design tools (e.g., blueprints, stakeholder maps) and UX tools (e.g., Figma, UserTesting, Hotjar).
* Proven experience simplifying complexity, particularly in designing for multi-sided platforms (B2B2C) or regulated industries such as automotive, fintech, or logistics.
* Comfort with agile practices and familiarity with dual-track delivery (discovery + development).
* Experience designing AI-driven interfaces, such as chatbots or predictive analytics dashboards.
* Fluency in multiple European languages or experience designing for multilingual user bases.
* Basic coding skills (HTML/CSS, React) or familiarity with developer workflows.
Why Join Us?
At Cox Automotive Europe, you’ll have the opportunity to work on cutting-edge projects that are shaping the future of the automotive industry. With a dynamic team, a culture of collaboration, and a focus on innovation, you'll play a pivotal role in delivering world-class service and experiences that impact millions of users across Europe. If you’re a passionate designer looking to make a real difference, we’d love to hear from you.
Cox Automotive Europe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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