Lead Service Designer - Product & Experience

Lead Service Designer – Product & Experience
Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent

Design with impact. Lead with empathy. Transform experiences.

The Role 

Capco is looking for a Lead Service Designer to shape and deliver customer-centric products and services that drive meaningful change in financial services and energy. You’ll lead complex transformation programmes focused on today’s most pressing challenges, from embedding inclusive design in high-street banking to enabling global business organisations to 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 
• Design and implement data- and AI-driven Customer Journey Management systems, enabling clients to manage services from individual products through to enterprise scale 
• Oversee design delivery, managing roadmaps, timelines, and junior designers, while guiding teams on responsible and effective use of AI in design practice 
• Champion 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 

• Deep expertise in service design methods and customer experience practices 
• Proven ability to lead change and influence senior stakeholders in large organisations 
• Experience in Customer Journey Management, including specialist tools such as Theydo and how AI and analytics support continuous 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 multiple projects simultaneously 
• Experience working in agile, cross-functional teams within consulting or financial services, alongside data, technology, and AI specialists 
• Strong business acumen and commercial awareness 

Bonus Points For 

• Domain expertise in banking, insurance, or capital markets 
• Experience applying systems thinking to large-scale, enterprise transformation 
• Experience with sustainable and/or inclusive design in an enterprise context 

Why Join Capco

• Be part of a close knit, multi-skilled and fast working design team
• Deliver high-impact technology solutions for Tier 1 financial and energy institutions
• Work in a collaborative, flat, and entrepreneurial consulting culture
• Access continuous learning, training, and industry certifications
• Help shape the future of human centric transformation across FS & Energy

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 in-house first aiders
• Family-Friendly: Maternity, adoption, shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement
• Family Care: 8 complimentary backup care sessions for emergency childcare or elder care
• Holiday Flexibility: 5 weeks of annual leave with the option to buy or sell holiday days based on your needs
• Continuous Learning: Minimum 40 Hours of Training Annually: Take your pick- workshops, certifications, e-learning- your growth, your way. Also, Business Coach assigned from Day One: Get one-on-one guidance to fast-track your goals and accelerate your development
• Healthcare Access: Convenient online GP services
• Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work, and dental insurance

Inclusion at Capco
We’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll be happy to help. 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 inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day. #LI-DNI