Senior Service Designer - Product & Experience

The role

You will create customer-centric products and services for financial services and energy. You will facilitate workshops, lead discovery activities, and translate user needs into service blueprints and concepts.

What you will do

• Facilitate senior-level workshops and lead discovery activities to define experience design strategies.
• Translate user needs into concepts, service blueprints, and artefacts.
• Identify opportunities to incorporate AI-enabled capabilities into service concepts.
• Support the design of customer journey management approaches.
• 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 to identify and lead new opportunities.

Required qualifications

• 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.

Nice to have

• 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.

Benefits

• Discretionary bonus
• Competitive pension
• Health insurance
• Life insurance
• Critical illness cover
• Access to CareFirst, Unmind, Aviva consultations, and trained in-house mental health first aiders
• Enhanced maternity, adoption, and shared parental leave
• Paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement
• Eight complimentary backup care sessions for emergency childcare or elder care
• Five weeks of annual leave, with the option to buy or sell additional days
• Minimum 40 hours of training annually, including workshops, certifications, and e-learning
• Dedicated Business Coach from Day One

About the company

Capco is a consulting firm with a collaborative, flat, and entrepreneurial culture. They deliver technology solutions for Tier 1 financial and energy institutions.