Senior Service Designer - Product & Experience

About the role

Capco is looking for a Senior Service Designer to create customer-centric products and services that drive meaningful change in financial services and energy. The role works on complex transformation programmes, from inclusive design in high-street banking to helping global organisations adopt customer-driven operating models, and helps clients find ways AI-enabled capabilities can improve customer experiences responsibly. It is based in London on a hybrid basis.

Key responsibilities

• Facilitate senior-level workshops and lead discovery activities to define experience design strategies.
• Translate user needs into concepts, service blueprints and artefacts that align business strategy with user needs.
• Identify opportunities to use AI-enabled capabilities such as personalisation or automation in service concepts.
• Support the design of customer journey management approaches, including AI-enabled insights where appropriate.
• Oversee end-to-end design delivery, managing roadmaps and timelines.
• Promote the value of design across multi-disciplinary teams and client stakeholders, and become a trusted advisor to clients.

Required profile

• Strong expertise in service design methods and customer experience practices.
• Proven ability to lead change and influence senior stakeholders.
• Experience in Customer Journey Management, including specialist tools such as Theydo and how analytics.
• Understanding of how AI-enabled capabilities can enhance service design outcomes.
• Experience in agile, cross-functional teams with data and technology specialists.

Bonus points

• Product design skills.
• Domain knowledge in banking, insurance or capital markets.
• Inclusive design or AI-enabled service innovation in enterprise environments.
• Sustainable design practices.
• Consulting experience in financial services or other regulated industries.

What we offer

• Discretionary bonus, pension, health, life and critical illness insurance.
• Mental health support through CareFirst, Unmind and Aviva consultations, plus in-house mental health first aiders.
• Enhanced maternity, adoption, shared parental and other family leave, plus eight backup care sessions.
• Five weeks of annual leave, with the option to buy or sell days.
• Minimum 40 hours of training per year, including certifications, and a Business Coach from Day One.
• Gympass, travel insurance, Tastecard, season ticket loans, Cycle to Work and dental insurance.