Service Designer

Job Title: Service Designer Salary: £49,000 - £64,000 + £5,000 Car Allowance + 10% Bonus Location: Hybrid working, home & once a month UK travel to cinch sites Working Hours: Monday – Friday, 40 hours per week Job Status: Permanent At cinch our mission is simple - to remove the faff from buying and owning cars, giving customers more choice, with more ease (not to mention a free 90-day warranty on all cars...) Already the UK’s largest online used car retailer, we’re expanding our offering with an exciting roadmap of online and physical retail solutions - including faff-free car servicing at over 100 locations across the country. We’re part of Constellation Automotive Group - a family of brands that also includes We Buy Any Car, British Car Auctions (BCA) and Marshall Motor Group. Together, cinch and Marshall operate as Constellation Retail - bringing together 100+ years of motoring know-how at 130+ stores (Marshall) with a market-leading digital experience from a much-admired brand (cinch). The road ahead for you is clear. Join us and you’ll get a unique opportunity to grow your career across two leading automotive brands that are really going places. Buckle up and enjoy the ride. What you’ll be working on As a Service Designer, you’ll be at the heart of our mission. You’ll design end-to-end services that work for both our customers and our colleagues, ensuring every interaction feels seamless, efficient and human. You’ll use research, collaboration and storytelling to shape how our services are delivered, playing a key role in connecting experiences across the wider Constellation Retail organisation. You’ll work closely with multidisciplinary teams, including UX, product, data science, operations, and compliance, to design services and turn complex problems into clear strategies that are evidence-led, inclusive, and deliver real impact for both customers and the organisation. Lead strategic design and improvement of services end to end , actively driving implementation of identified opportunities for innovation and differentiation across all channels: digital, physical, and operational. Steer decision-making within the squads, tribes, or the wider business, ensuring services meet both customer and business needs while aligning to wider strategic goals. Proactively identify gaps and pain points , using research and data to surface improvement opportunities and inform both strategic and tactical delivery plans. Create shared understanding of complex problem spaces, helping stakeholders and delivery teams to align on the right priorities and outcomes. Plan and facilitate workshops, from discovery and journey mapping through to ideation and prioritisation, ensuring all voices are heard and decisions are grounded in evidence. Bring services to life by creating and delivering artefacts such as service blueprints, journey maps, value propositions and ecosystem maps that communicate the bigger picture, inspire stakeholders and guide teams through delivery of meaningful, scalable solutions. Simplify complex, cross-departmental processes , turning ambiguity into clarity and enabling faster, better-informed decisions. Collaborate with multidisciplinary teams, including UX, Product, Data Science, Operations, and Compliance, to co-create pragmatic solutions that work in the real world. Be the voice of the customer , combining your own user research, operational insight and data to identify pain points, risks and opportunities for innovation. Provide strategic recommendations on how services can be improved, optimised or scaled across the group. Build strong relationships with senior stakeholders, creating trust and alignment through clear storytelling, transparency and collaboration. Champion service design best practice , mentoring colleagues and building on the service design capability across the business. Things we look for in you A background in service design or business analysis. Experienced in delivering recommendations, not just identifying them, with a proven track record of seeing initiatives through to successful implementation. Ability to balance research, design and strategy to create services that deliver measurable impact. Demonstrated ability to design, deliver, and embed services across both digital and operational contexts. Strong stakeholder management and facilitation skills, with the ability to align cross-functional teams around shared goals. A pragmatic approach to balancing customer needs with business priorities and constraints. Confidence presenting to senior leaders, using insight and storytelling to influence decisions. Proven ability to plan and run discovery and design activities end to end - from interviews and journey mapping to prototyping and testing. Advanced experience working in agile environments and with product teams. Familiarity with data, process design, and systems thinking to understand how services work behind the scenes. A collaborative mindset, creating trust, authenticity and shared ownership in the teams you work with. cinch and Rewards cinch’s benefits programme sees that our people are supported both in and out of work. That’s what a faff-free life is all about. We offer: Competitive salaries and bonuses A company pension scheme An Employee Assistance Programme Access to trained mental health first aiders Enhanced maternity, paternity, and adoption leave And so much more cinch and You In making the most out of a career at cinch you need to be curious, creative, and collaborative. See, we are putting you in the driver’s seat, in control of your career and ready to drive your own development. There’s no bureaucracy, no hierarchy, just an environment with values that bring us together and a purpose that sets us apart. Join us as we continue to accelerate, defy expectations, and revolutionise an entire industry. cinch and Diversity and Inclusion cinch wants to help all kinds of people in the UK find and buy a car. So, it makes good sense to have all kinds of people working with us on the challenge. Conversations and the decisions they lead to are better for featuring different voices. Representation matters. And doing your job while not being your authentic self is not faff-free. Being free to be the best of who you are as you soar to professional greatness is the kind of business we commit to creating, as one.