Senior Service Designer - Product & Experience

Senior Service Designer - Product & Experience UK - London 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 * Facilitate senior‑level workshops and lead discovery activities to define experience design strategies, leveraging AI‑enabled research, insight synthesis, and sense‑making techniques * Translate user needs into concepts, service blueprints, and artefacts that align business strategy with user needs * Incorporate AI‑driven capabilities such as personalisation, automation, and predictive decisioning into service concepts and journeys * Support the design of data‑ and AI‑driven Customer Journey Management systems, enabling clients to manage services from individual products through to enterprise scale * 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 * 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 * Excellent storytelling, research, and communication skillsAttention to detail, with the ability to manage more than one project in parallel * Experience working in agile, cross‑functional teams within consulting or financial services alongside data, technology, and AI specialists * Sound business acumen and commercial awareness Bonus Points For * Domain knowledge in banking, insurance, or capital markets * Experience with sustainable and/or inclusive design in an enterprise environment 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 We offer a competitive, people‑first benefits package designed to support every aspect of your life: * 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 * 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. Capco does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. In order to track the effectiveness of our recruiting efforts, please consider participating in the optional questionnaire. J-18808-Ljbffr