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