Senior Service Designer – AI-Driven Customer Experience

Service Design Jobs; 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

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.