Senior Service Designer - Product & Experience

Salary: £65,000 - 105,000 per year

Requirements:

• 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.
• 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.

Responsibilities:

• 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.

Technologies:

• AI
• Support
• UX UI Design

More:

We are Capco, a close-knit, multi-skilled, and fast-paced design team delivering high-impact technology solutions for Tier 1 financial and energy institutions. We work in a collaborative, flat, and entrepreneurial consulting culture and offer continuous learning, professional training, and industry certifications. This permanent Senior Service Designer role is based in London on a hybrid basis within our Product & Experience practice area, helping shape human-centric transformation across financial services and energy. Our benefits include discretionary bonus, competitive pension, health insurance, life insurance, critical illness cover, mental health support, enhanced family leave, backup care, five weeks of annual leave with buy/sell options, at least 40 hours of training annually, online GP services, and additional perks such as Wellhub, travel insurance, Tastecard, season ticket loans, Cycle to Work, and dental insurance. We are committed to a barrier-free and inclusive recruitment process and welcome applicants from all backgrounds.

last updated 35 week of 2026