About the Role
At Aston Martin, we are redefining how exceptional customer experiences are delivered across every touchpoint. Within our Digital and Growth team in Marketing & Communications, we are shaping a connected ecosystem that brings our brand to life across digital and physical journeys.
We are looking for a Service Design Lead to translate our Customer Experience vision into seamless, end‑to‑end services. This is a pivotal role that combines strategic thinking with deep service design expertise, shaping how customers experience the brand from first engagement through to long‑term ownership.
You will play a key role in designing connected service ecosystems that align customer needs with commercial objectives, technology and operational delivery—ensuring every interaction reflects the quality and craftsmanship of a luxury brand.
What You’ll Be Doing
You will lead the design and evolution of end‑to‑end service journeys across digital and physical touchpoints, identifying opportunities, friction points and areas for improvement. You will translate insight into clear, actionable service interventions that drive both customer value and commercial impact.
Acting as the voice of the customer, you will ensure all experiences are grounded in real behavioural insight, operational feasibility and brand standards. You will define and embed service principles and experience guardrails that drive consistency and quality at scale.
Working closely with Product, UX and Engineering teams, you will co‑create future service models and concepts, ensuring innovation is supported by robust systems thinking rather than isolated features. You will facilitate cross‑functional collaboration, aligning stakeholders and shaping scalable, impactful solutions.
You will use qualitative and quantitative data—including research, analytics, CRM insights and customer feedback—to uncover root causes, define opportunities and prioritise improvements. A strong focus on experimentation and validation will enable continuous optimisation across the customer lifecycle.
You will also lead the creation of high‑quality service design artefacts, including journey maps, service blueprints and prototypes, ensuring design excellence from concept through to delivery.
What We’re Looking For
We are looking for an experienced service design professional who has previously worked in roles such as Service Designer, CX Manager or Experience Designer, and who brings a strong track record of shaping end‑to‑end customer experiences.
You will be confident analysing and interpreting data using tools such as Google Analytics, Tableau and Excel, using insight to inform decision making and prioritisation. Strong hands‑on experience with design tools such as Figma (or similar) is important, with the ability to create end‑to‑end journeys, prototypes and service concepts.
You will bring strong expertise in service design methodologies, including journey mapping, service blueprinting and systems thinking, and be able to connect strategy with practical delivery. Experience working in cross‑functional environments and managing stakeholders is essential.
Experience within automotive, retail or premium customer‑focused environments would be beneficial, as would exposure to digital teams and working with external agencies. A background in digital marketing or digital delivery would further support success in this role.
Skills and Behaviours
You will take ownership of your work, demonstrating accountability for outcomes as well as continuous improvement. You will be comfortable navigating ambiguity, bringing clarity, structure and direction where it may not already exist.
Strong communication and collaboration skills will enable you to influence stakeholders and build alignment across teams, while maintaining a clear focus on delivering high‑quality, customer‑centred outcomes.
Why Join Aston Martin
This is an opportunity to shape how one of the world’s most iconic brands delivers truly exceptional customer experiences. You will work at the intersection of creativity, data and technology, helping define the future of service design at Aston Martin within a collaborative and forward‑thinking environment.
Belong at Aston Martin
We understand that the incredible beauty, craft and art that defines an Aston Martin comes from the inclusion of our amazing people.
We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.
The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ltd
