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 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?

• Strong experience delivering end-to-end service design across complex, multi-channel services

• 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.

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