Senior Service Designer

Capco; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Competitive pension

Health insurance

Life insurance

Critical illness cover

Mental health support

Family-friendly leave

Backup care

Gym membership

Cycle to Work

Job summary

Capco seeks a Senior Service Designer to craft customer-centric products and services within financial services and energy. You will lead discovery, translate needs into blueprints, and guide AI-enabled concepts that improve experiences and outcomes.

You’ll work in cross-functional teams, influence senior stakeholders, and drive end-to-end delivery across complex transformations with a human-centered focus.

Qualifications

• Extensive experience in service design and customer experience.
• Ability to lead senior stakeholders and drive change.
• Experience with Customer Journey Management and tools like Theydo.
• Understanding of how AI-enabled capabilities can enhance outcomes.

Responsibilities

• Facilitate senior-level workshops and lead discovery activities to define experience design strategies.
• Translate user needs into concepts, service blueprints, and artefacts aligning strategy with user needs.
• Identify opportunities to incorporate AI-enabled capabilities into service concepts.
• Support customer journey management design, including AI-enabled insights for performance.
• Oversee end-to-end design delivery, managing roadmaps and timelines.
• Promote design value across multi-disciplinary teams and client stakeholders.
• Become a trusted advisor to clients, identifying and leading new opportunities.

Skills

Service design methods

Customer experience practices

Stakeholder facilitation

AI-enabled capabilities

Agile cross-functional teams

Leadership of change

Tools

Theydo

Job description

Senior Service Designer - Product & Experience

Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent

Design with impact. Lead with empathy. Transform experiences.

The Role

Capco is looking for a Senior Service Designer to help create customer-centric products and services that drive meaningful change in financial services and energy. You’ll work on complex transformation programmes addressing today’s most relevant challenges, from advancing inclusive design in high-street banking to helping global organisations adopt customer-driven operating models. You'll also help clients identify where AI-enabled capabilities can enhance customer experiences and service delivery in a responsible and user-centred way.

What You’ll Do

• 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 incorporate AI-enabled capabilities, such as personalisation or automation, into service concepts where they enhance customer and business outcomes.
• Support the design of customer journey management approaches, including AI-enabled insight where appropriate to improve service performance and decision-making.
• Oversee end-to-end design delivery, managing roadmaps and timelines.
• Promote the value of design across multi-disciplinary teams and client stakeholders.
• Become a trusted advisor to clients, identifying and leading new opportunities that address their challenges.

What We’re Looking For

• 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 support journey optimisation.
• An understanding of how AI-enabled capabilities can enhance service design and customer experience outcomes.
• Experience working in agile, cross-functional teams alongside data and technology specialists, with an appreciation of AI-enabled delivery approaches.

Bonus Points For

• Domain knowledge in banking, insurance, or capital markets.
• Experience with inclusive design or AI-enabled service innovation within enterprise environments.
• Experience with sustainable design practices.
• Consulting experience within financial services or other regulated industries.

Why Join Capco

• Be part of a close-knit, multi-skilled, and fast-paced design team.
• Deliver high-impact technology solutions for Tier 1 financial and energy institutions.
• Work within a collaborative, flat, and entrepreneurial consulting culture.
• Access continuous learning, professional training, and industry certifications.
• Help shape the future of human-centric transformation across financial services and energy.
• Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance, and critical illness cover.
• Mental Health: Easy access to CareFirst, Unmind, Aviva consultations, and trained in-house mental health first aiders.
• Family-Friendly: Enhanced maternity, adoption, and shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement.
• Family Care: Eight complimentary backup care sessions for emergency childcare or elder care.
• Holiday Flexibility: Five weeks of annual leave, with the option to buy or sell additional days.
• Continuous Learning: Minimum 40 hours of training annually, including workshops, certifications, and e-learning, plus a dedicated Business Coach from Day One.
• Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work scheme, and dental insurance.

Inclusion at Capco

We are committed to a barrier-free and inclusive recruitment process. If you require adjustments at any stage, please let us know – we’re happy to support you. We welcome applicants from all backgrounds. At Capco, we value the difference you make, and the differences that make you. Our #BeYourselfAtWork culture champions diversity, equity, and inclusion, and underpins the way we work with clients and colleagues every day.