Senior Service Designer - Product & Experience

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<p><strong>Senior Service Designer</strong></p>
<p><strong>Location:</strong> London (Hybrid) | <strong>Practice Area:</strong> Product &amp; Experience | <strong>Type:</strong> Permanent</p>
<p><strong>Design with impact. Lead with empathy. Transform experiences.</strong></p>
<p><strong>The Role</strong></p>
<p>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.</p>
<p><strong>What You’ll Do</strong></p>
<ul>
<li>Facilitate senior-level workshops and lead discovery activities to define experience design strategies.</li>
<li>Translate user needs into concepts, service blueprints, and artefacts that align business strategy with user needs.</li>
<li>Identify opportunities to incorporate AI-enabled capabilities, such as personalisation or automation, into service concepts where they enhance customer and business outcomes.</li>
<li>Support the design of customer journey management approaches, including AI-enabled insight where appropriate to improve service performance and decision-making<strong>.</strong></li>
<li>Oversee end-to-end design delivery, managing roadmaps and timelines.</li>
<li>Promote the value of design across multi-disciplinary teams and client stakeholders.</li>
<li>Become a trusted advisor to clients, identifying and leading new opportunities that address their challenges.</li>
</ul>
<p><strong>What We’re Looking For</strong></p>
<ul>
<li>Strong expertise in service design methods and customer experience practices.</li>
<li>Proven ability to lead change and influence senior stakeholders.</li>
<li>Experience in Customer Journey Management, including specialist tools such as Theydo and how analytics support journey optimisation.</li>
<li>An understanding of how AI-enabled capabilities can enhance service design and customer experience outcomes.</li>
<li>Experience working in agile, cross-functional teams alongside data and technology specialists, with an appreciation of AI-enabled delivery approaches.</li>
</ul>
<p><strong>Bonus Points For</strong></p>
<ul>
<li>Product design skills.</li>
<li>Domain knowledge in banking, insurance, or capital markets.</li>
<li>Experience with inclusive design or AI-enabled service innovation within enterprise environments.</li>
<li>Experience with sustainable design practices.</li>
<li>Consulting experience within financial services or other regulated industries.</li>
</ul>
<p><strong>Why Join Capco</strong></p>
<ul>
<li>Be part of a close-knit, multi-skilled, and fast-paced design team.</li>
<li>Deliver high-impact technology solutions for Tier 1 financial and energy institutions.</li>
<li>Work within a collaborative, flat, and entrepreneurial consulting culture.</li>
<li>Access continuous learning, professional training, and industry certifications.</li>
<li>Help shape the future of human-centric transformation across financial services and energy.</li>
</ul>
<p><strong>Benefits</strong></p>
<ul>
<li><strong>Core Benefits:</strong> Discretionary bonus, competitive pension, health insurance, life insurance, and critical illness cover.</li>
<li><strong>Mental Health:</strong> Easy access to CareFirst, Unmind, Aviva consultations, and trained in-house mental health first aiders.</li>
<li><strong>Family-Friendly:</strong> Enhanced maternity, adoption, and shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement.</li>
<li><strong>Family Care:</strong> Eight complimentary backup care sessions for emergency childcare or elder care.</li>
<li><strong>Holiday Flexibility:</strong> Five weeks of annual leave, with the option to buy or sell additional days.</li>
<li><strong>Continuous Learning:</strong> Minimum 40 hours of training annually, including workshops, certifications, and e-learning, plus a dedicated Business Coach from Day One.</li>
<li><strong>Healthcare Access:</strong> Convenient online GP services.</li>
<li><strong>Extra Perks:</strong> Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work scheme, and dental insurance.</li>
</ul>
<p><strong>Inclusion at Capco</strong></p>
<p>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.</p>
<p>#LI-DNI</p>
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