Company descriptionLocation: London (hybrid working 3 office days per week)Employment Type: Permanent, full timeAdditional Benefits: Annual BonusWe’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-HybridThis is the jobThe 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 operationsReimagine and evolve services where automation or AI can simplify journeys, improve outcomes or enable new service modelsCreate and own service blueprints, journey maps and systems maps that clearly articulate dependencies across multiple products and platformsDesign human-in-the-loop service models that balance automation with transparency, control and clear escalation pathsCollaborate across multidisciplinary teams to align service outcomes with customer needs, operational realities and business goalsInfluence senior stakeholders using insight, evidence and clear storytelling to shape service strategy and delivery decisionsWhat do I need?Deep, hands-on experience delivering service design across a broad range of complex initiatives, with exposure to multiple service contexts and domainsProven capability designing services that span multiple systems, products and platforms, navigating dependencies and trade-offsStrong systems thinking skills, with confidence mapping socio-technical services and operational workflows end to endExperience working on services where automation or AI is a core driver of change, not just a supporting featureA collaborative mindset, with the ability to influence and guide cross-functional teams without formal line managementA strong commitment to inclusive, accessible and ethical service design, with trust and usability treated as non-negotiableAdditional informationWe’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 schemeWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, 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
