<p><strong>Senior Service Designer</strong></p> <p><strong>Location:</strong> London (Hybrid) | <strong>Practice Area:</strong> Product & Experience | <strong>Type:</strong> Permanent</p> <p><strong>Design with impact.
Transform experiences.
</strong></p> <p><strong>The Role</strong></p> <p>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.
</p> <p><strong>What You’ll Do</strong></p> <ul> <li>Facilitate senior-level workshops and lead discovery activities to define experience design strategies.
</li> <li>Translate user needs into concepts, service blueprints, and artefacts that align business strategy with user needs.
</li> <li>Identify opportunities to incorporate AI-enabled capabilities, such as personalisation or automation, into service concepts where they enhance customer and business outcomes.
</li> <li>Support the design of customer journey management approaches, including AI-enabled insight where appropriate to improve service performance and decision-making<strong>.
</strong></li> <li>Oversee end-to-end design delivery, managing roadmaps and timelines.
</li> <li>Promote the value of design across multi-disciplinary teams and client stakeholders.
</li> <li>Become a trusted advisor to clients, identifying and leading new opportunities that address their challenges.
</li> </ul> <p><strong>What We’re Looking For</strong></p> <ul> <li>Strong expertise in service design methods and customer experience practices.
</li> <li>Proven ability to lead change and influence.