Senior Service Designer - Product & Experience
Senior Service Designer at Capco designs customer-centric financial and energy services, using AI and user research to improve experiences and business outcomes.
- Compensation
- Not disclosed
- Location
- UK - London
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Full time
- Experience
- Not specified
- Category
- Design
- Posted
Must have
- 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.
Nice to have
- 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.
Full description
Senior Service DesignerLocation: 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.