Senior Service Designer

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.