Senior Service Designer - AI-Enhanced Customer Experiences

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

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.