Senior Service Designer

Automobile Association; Greater London; Hybrid; GBP 55,000 - GBP 75,000; Full time

Job summary

A leading automotive services organization is seeking a Senior Service Designer to join their Digital team. In this role, you will design AI-enabled services, collaborating across various teams to ensure a human-centered and effective service delivery. The ideal candidate will have experience in service design and significant exposure to automation and AI. This position offers an opportunity to contribute to important changes in service design while being part of a dynamic environment focused on innovation.

Benefits

25 days annual leave plus bank holidays

Worksave pension scheme with employer contribution

Free AA breakdown membership

Discounts on AA products including insurance

Employee discount scheme

Company funded life assurance

Diverse learning and development opportunities

Employee Assistance Programme and remote GP service

Qualifications

• Proven ability to work across multiple systems and products.
• Practical experience in services with automation or AI.
• Strong independent working and collaboration skills.
• Experience in creating service blueprints and operational views.
• Commitment to inclusive and responsible service design.

Responsibilities

• Own end-to-end service design for AI-enabled initiatives.
• Design and maintain service blueprints and journey maps.
• Shape existing services by identifying opportunities for automation.
• Collaborate with cross-functional teams.
• Use data and feedback to improve services post-launch.

Skills

Service design

Systems thinking

Collaboration with multidisciplinary teams

Experience with automation or AI

Job description

Location: London (hybrid working 3 office days per week)

Employment Type: Permanent, full time

We’re Supercharged – And This Is Just the Beginning.

The AA is entering a bold new era with AI at the wheel. We’re building a dedicated AI capability, and we’re looking for passionate pioneers to shape what comes next.

We’ve recently replatformed onto a modern data stack, unlocking access to one of the UK’s richest datasets, from detailed vehicle fault histories to real‑time connected car telemetry. Now, we’re turning that data into intelligent systems that keep Britain moving.

This is your chance to be part of something new. Something exciting. Something that matters. Ready to join the AA+AI journey?

This is the job

The AA is building an AI Centre of Excellence to support the design of safe, trusted and scalable services for our members and colleagues. We’re looking for a Senior Service Designer to join our Digital team and help shape AI‑enabled services across customer‑facing and internal journeys.

This role is suited to a hands‑on service design specialist who enjoys working across complex systems, collaborating closely with product, engineering, data and operations teams, and turning insight into practical, operable service design.

You’ll work on services where automation and AI are increasingly part of the solution, helping ensure journeys are human‑centred, inclusive and workable in real operational environments.

What will I be doing?

Own end‑to‑end service design for AI‑enabled initiatives, spanning digital channels, assisted journeys and internal operational processes

Design and maintain service blueprints, journey maps and system views that clearly show dependencies across multiple products and platforms

Shape and evolve existing services by identifying opportunities for automation, decision support and improved handovers

Collaborate with Product, Engineering, Data Science and Operations to ensure services are feasible, usable and aligned to delivery constraints

Design services that balance automation with human oversight, clear escalation paths and user understanding

Use insight, data and feedback to continuously improve services once they are live

What do I need?

Proven ability to work across multiple systems and products, understanding how frontstage and backstage elements connect

Practical experience contributing to services where automation or AI plays a meaningful role

Confidence working independently while collaborating closely with multidisciplinary teams

Solid systems thinking skills, with experience creating service blueprints and operational views

A commitment to inclusive, accessible and responsible service design

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.