Lead Service Designer

Capgemini; Telford; On-site; GBP 70,000 - 90,000; Full time

Job summary

Capgemini is seeking a Lead Service Designer to shape end-to-end, human-centred services within the DCX practice in the UK. You will guide multidisciplinary teams, influence senior stakeholders, and bring together strategy, research, prototyping and delivery to define and launch services at scale.

You’ll report to the Head of Experience Design, mentoring designers and shaping how client engagements are formed and delivered, with a focus on growth and capability maturity across the organisation.

Qualifications

• Experience leading service design through full lifecycle including piloting and live operation.
• Mentor and develop service designers across grades and support performance development.
• Fluency in service design methods: blueprinting, journey mapping, systems mapping and propositions.

Responsibilities

• Lead complex service design engagements end to end and define service strategies.
• Lead multidisciplinary teams to prototype, test, and launch new services.
• Create detailed service blueprints, journeys, and propositions that scale.
• Guide clients through complex decisions and influence long-term change.

Skills

Service design leadership

Mentoring designers

Strategic stakeholder engagement

Agile/hybrid delivery

Job description

About The Job You’re Considering

At Capgemini, we partner with clients to build the future of their services, organisations, and customer experiences. As a Lead Service Designer in our Experience Design team, you will shape end to end, future state services that are human centred, data informed, and AI ready. You will work across complex ecosystems — spanning business, policy, people, and technology — transforming ambiguity into clarity and direction.

About The Job You’re Considering

At Capgemini, we partner with clients to build the future of their services, organisations, and customer experiences. As a Lead Service Designer in our Experience Design team, you will shape end to end, future state services that are human centred, data informed, and AI ready. You will work across complex ecosystems — spanning business, policy, people, and technology — transforming ambiguity into clarity and direction.

As a Lead, you will guide multidisciplinary teams, influence and guide senior stakeholders, and bring together strategy, research, prototyping, and delivery to define and launch services and transformation at scale. You will join our growing Digital Customer Experience (DCX) practice and play a key role in advancing our design approach, developing our culture, and maturing design capability across the organisation.

This role blends strategic leadership with hands on craft. You will shape delivery, set standards, mentor designers, and help clients navigate some of their boldest transformation challenges.

In this role you will go beyond design and work with accounts to shape client engagements and position design as a powerful business lever. You’ll report to the Head of Experience Design and work as their close partner in driving the practice forward.

Your role

As a Lead, you'll either own the project lead role or act as lead practitioner, depending on the size and complexity of the engagement. You'll have input into — or ownership of — project planning and set‑up, ensuring you and the team can do your best work.

You’ll still be hands‑on but balanced with leading others. Senior client stakeholders and project teams will see you as a trusted expert. You'll build strong relationships with these groups, listen to their needs, and manage expectations with honesty. You'll work with the Head of Experience Design and senior leadership to identify opportunities to extend current engagements or open new ones.

Delivery Leadership

In This Role, You Will

• Lead complex service and product design engagements end to end and define service strategies and future state architectures
• Lead multidisciplinary teams to prototype, test, and launch new services and design and run research and insight programmes
• Facilitate design sprints, experiments, and co‑creation activities and create detailed service blueprints, journeys, and propositions that can scale
• Understand organisational, technical, and policy constraints and turn them into opportunity
• Guide clients through complex decisions and influence long‑term change

Capability and Practice Development

You Will Also

• Co‑lead the evolution of Experience Design methodology, tools, and quality standards across the practice
• Mentor and develop service designers across grades, supporting performance management and career progression
• Shape and contribute to the Experience Design Partnership model and its cross‑organisational delivery approach
• Support GDS Centre of Excellence activities including assessment preparation, training, and compliance
• Contribute to hiring, onboarding, and team development as the practice continues to grow and support business development by contributing to proposals, scoping, and client shaping activities

Your Skills And Experience

You are a confident, strategic design practitioner with experience leading complex programmes and multidisciplinary teams. You bring a strong blend of business acumen, systems thinking, human centred design craft, client leadership, and delivery discipline.

Essential-

• Experience leading service design through full lifecycle including piloting and live operation, not just strategy or discovery phases and a track record of influencing senior stakeholders in complex, multi‑stakeholder, or regulated environments
• Evidence of building design capability — whether establishing standards, mentoring designers, standing up new practices, or shaping assessment frameworks and strong facilitation skills: you can design and run workshops, design sprints, and co‑creation sessions with confidence
• Fluency in service design methods: blueprinting, journey mapping, systems mapping, proposition development and experience managing and leading multidisciplinary teams, with strong feedback and performance development instincts
• Comfort operating in the gap between design and delivery, particularly in agile or hybrid environments and the ability to manage upwards, initiate difficult conversations, and challenge constructively at all levels

Highly Desirable-

• Experience working across multiple sectors — public sector, financial services, energy, healthcare, or commercial — with the ability to adapt to different governance and delivery contexts
• Experience with GDS Service Standard and assessment processes, or equivalent quality and compliance frameworks in regulated industries
• Understanding of accessibility requirements and regulatory constraints relevant to service design
• Experience with developer experience research, quantitative survey design, or operational service measurement
• Familiarity and commitment to developing the skills needed to design services that make use of AI — working with technology and architecture teams to bring AI‑enabled services, experiences and ideas to life.

Your Background

Our design team is an incredibly talented group of hybrids — and that’s something we embrace. The team includes people with backgrounds in design, complex digital transformation, organisational change and design, strategy, and business analysis. We know unicorns don’t exist, but we value practitioners who span multiple areas of service design with depth in at least one. Whether your background is in service design, product strategy, organisational design, UX, product, or CX transformation — what matters is your ability to lead, think systemically, and deliver.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.

As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance

Baseline Personnel Security Standard (BPSS)

To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.

There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.

There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

This role requires you to be also eligible for Security Clearance.

Make it real – what does it mean for you?

our wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Impactful Experiences

You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future.

You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK

Capgemini. Make it real.

What does ‘Get The Future You Want ‘ mean for you?

you will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

We realise a Total Reward package should be more than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.

You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free‑thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Get The Future You Want | www.capgemini.com