Lead Service Designer - Product & Experience

Lead Service Designer – Product & Experience Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent Design with impact. Lead with empathy. Transform experiences. The Role  Capco is looking for a Lead Service Designer to shape and deliver customer-centric products and services that drive meaningful change in financial services and energy. You’ll lead complex transformation programmes focused on today’s most pressing challenges, from embedding inclusive design in high-street banking to enabling global business organisations to 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  Design and implement data- and AI-driven Customer Journey Management systems, enabling clients to manage services from individual products through to enterprise scale  Oversee design delivery, managing roadmaps, timelines, and junior designers, while guiding teams on responsible and effective use of AI in design practice  Champion 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  Deep expertise in service design methods and customer experience practices  Proven ability to lead change and influence senior stakeholders in large organisations  Experience in Customer Journey Management, including specialist tools such as Theydo and how AI and analytics support continuous 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 skills  Attention to detail, with the ability to manage multiple projects simultaneously  Experience working in agile, cross-functional teams within consulting or financial services, alongside data, technology, and AI specialists  Strong business acumen and commercial awareness  Bonus Points For  Domain expertise in banking, insurance, or capital markets  Experience applying systems thinking to large-scale, enterprise transformation  Experience with sustainable and/or inclusive design in an enterprise context  Why Join Capco Be part of a close knit, multi-skilled and fast working design team Deliver high-impact technology solutions for Tier 1 financial and energy institutions Work in a collaborative, flat, and entrepreneurial consulting culture Access continuous learning, training, and industry certifications Help shape the future of human centric transformation across FS & 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 in-house first aiders Family-Friendly: Maternity, adoption, shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement Family Care: 8 complimentary backup care sessions for emergency childcare or elder care Holiday Flexibility: 5 weeks of annual leave with the option to buy or sell holiday days based on your needs Continuous Learning: Minimum 40 Hours of Training Annually: Take your pick- workshops, certifications, e-learning- your growth, your way. Also, Business Coach assigned from Day One: Get one-on-one guidance to fast-track your goals and accelerate your development Healthcare Access: Convenient online GP services Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work, and dental insurance Inclusion at Capco We’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll be happy to help. 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 inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day. #LI-DNI Offices: UK - London (UK - London);