Senior Service Designer

Company Description/ Business Unit

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

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus

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?

#LI-Hybrid

This is the job

The AA is building an AI Centre of Excellence to create safe, trusted and scalable AI-enabled services for our members and colleagues. As a Senior Service Designer, you’ll shape end-to-end services where AI plays a meaningful role, from early discovery through to live service operation and continuous improvement.

This is a senior, influential role for someone who enjoys working at the intersection of design, technology, data and operations, and who can reimagine services from first principles while improving existing ones through responsible automation.

You’ll work closely with Product, Engineering, Data Science, Operations, Risk and Policy teams, helping the organisation design services that are human-centred, operable at scale and built for trust.

What will I be doing?

• Lead end-to-end service design across complex, AI-enabled services spanning digital channels, assisted journeys and internal operations
• Reimagine and evolve services where automation or AI can simplify journeys, improve outcomes or enable new service models
• Create and own service blueprints, journey maps and systems maps that clearly articulate dependencies across multiple products and platforms
• Design human-in-the-loop service models that balance automation with transparency, control and clear escalation paths
• Collaborate across multidisciplinary teams to align service outcomes with customer needs, operational realities and business goals
• Influence senior stakeholders using insight, evidence and clear storytelling to shape service strategy and delivery decisions

What do I need?

• Deep, hands-on experience delivering service design across a broad range of complex initiatives, with exposure to multiple service contexts and domains
• Proven capability designing services that span multiple systems, products and platforms, navigating dependencies and trade-offs
• Strong systems thinking skills, with confidence mapping socio-technical services and operational workflows end to end
• Experience working on services where automation or AI is a core driver of change, not just a supporting feature
• A collaborative mindset, with the ability to influence and guide cross-functional teams without formal line management
• A strong commitment to inclusive, accessible and ethical service design, with trust and usability treated as non-negotiable

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.

#LI-HH