Senior Service Designer - Product & Experience

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

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