Senior Service Designer - Product & Experience at Capco

UK - LondonFull-timeInnovation & DesignPosted 2 months ago

About the Role

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 business organisations adopt customer-driven operating models.  What You’ll Do  <ul> <li>Facilitate senior-level workshops and lead discovery activities to define experience design strategies, leveraging AI-enabled research, insight synthesis, and sense-making techniques </li> <li>Translate user needs into concepts, service blueprints, and artefacts that align business strategy with user needs </li> <li>Incorporate AI-driven capabilities such as personalisation, automation, and predictive decisioning into service concepts and journeys </li> <li>Support the design of data- and AI-driven Customer Journey Management systems, enabling clients to manage services from individual products through to enterprise scale </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> What We’re Looking For  <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>Hands-on AI experience, including delivery on ML/AI client engagements and the use of AI (e.g. genAI, design AI tools, CX metrics and analytics) to accelerate insight generation, design iteration, and journey optimisation </li> <li>Excellent storytelling, research, and communication skills </li> <li>Attention to detail, with the ability to manage more than one project in parallel </li> <li>Experience working in agile, cross-functional teams within consulting or financial services alongside data, technology, and AI specialists </li> <li>Sound business acumen and commercial awareness </li> </ul> Bonus Points For  <ul> <li>Product design skills </li> <li>Domain knowledge in banking, insurance, or capital markets </li> <li>Experience with sustainable and/or inclusive design in an enterprise environment </li> </ul> Why Join Capco  <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> Our Benefits  We offer a competitive, people-first benefits package designed to support every aspect of your life:  <ul> <li>Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance, and critical illness cover </li> <li>Mental Health: Easy access to CareFirst, Unmind, Aviva consultations, and trained in-house mental health first aiders </li> <li>Family-Friendly: Enhanced maternity, adoption, and shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement </li> <li>Family Care: Eight complimentary backup care sessions for emergency childcare or elder care </li> <li>Holiday Flexibility: Five weeks of annual leave, with the option to buy or sell additional days </li> <li>Continuous Learning: Minimum 40 hours of training annually, including workshops, certifications, and e-learning, plus a dedicated business coach from day one </li> <li>Healthcare Access: Convenient online GP services </li> <li>Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work scheme, and dental insurance </li> </ul> 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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