Senior Service Designer

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