Senior Service Designer - Product & Experience

<p><strong>Senior Service Designer</strong></p> <p><strong>Location:</strong> London (Hybrid) | <strong>Practice Area:</strong> Product & 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