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 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. • Consulting experience within financial services or other regulated industries. 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. Benefits • 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),