Senior Service Designer - Product & Experience

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 skills  Attention 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  Product design skills  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  Our Benefits  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  Healthcare Access: Convenient online GP services  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.#LI-DNI   Offices: UK - London (UK - London);