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