Senior Service Designer

Capco; Greater London; Hybrid; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Discretionary bonus

Competitive pension

Health insurance

Mental health support

Family leave options

Gympass

Job summary

Capco in London is seeking a Senior Service Designer to help create customer-centric products and services within financial services and energy. You will lead discovery, translate needs into service blueprints, and guide AI-enabled enhancements that improve customer experiences and business outcomes.

The role requires guiding senior stakeholders, working in agile cross-functional teams, and delivering end-to-end design with strong governance and strategic impact.

Qualifications

• Strong expertise in service design and CX practices.
• Ability to lead change and influence senior stakeholders.
• Experience in Customer Journey Management and journey optimization analytics.

Responsibilities

• Facilitate senior-level workshops and discovery activities to define experience strategies.
• Translate user needs into concepts, blueprints, and artefacts aligning business and user goals.
• Identify AI-enabled opportunities to enhance service concepts and outcomes.
• Support design of customer journey management approaches with AI-enhanced insights.
• Oversee end-to-end design delivery, roadmaps and timelines.
• Promote design value across multidisciplinary client teams and stakeholders.

Skills

Service design methods

Stakeholder leadership

Customer Journey Management

AI-enabled design

Agile cross-functional teams

Tools

Theydo

Job description

Senior Service Designer

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

• Product design skills.
• 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.

Benefits

• 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.
• Healthcare Access: Convenient online GP services.
• 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.

#LI-DNI