Senior Service Designer - Product & Experience

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