Senior Service Designer
Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent
Design with impact. Lead with empathy. Transform experiences.
The Role
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.
What You’ll Do
- 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.
What We’re Looking For
- 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.
Bonus Points For
- 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.
Why Join Capco
- Be part of a close-knit, multi-skilled, and fast-paced design team.
- Deliver high-impact technology solutions for Tier 1 financial and energy institutions.
- Work within a collaborative, flat, and entrepreneurial consulting culture.
- Access continuous learning, professional training, and industry certifications.
- Help shape the future of human-centric transformation across financial services and energy.
Benefits
- Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance, and critical illness cover.
- Mental Health: Easy access to CareFirst, Unmind, Aviva consultations, and trained in-house mental health first aiders.
- Family-Friendly: Enhanced maternity, adoption, and shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement.
- Family Care: Eight complimentary backup care sessions for emergency childcare or elder care.
- Holiday Flexibility: Five weeks of annual leave, with the option to buy or sell additional days.
- Continuous Learning: Minimum 40 hours of training annually, including workshops, certifications, and e-learning, plus a dedicated Business Coach from Day One.
- Healthcare Access: Convenient online GP services.
- Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work scheme, and dental insurance.
Inclusion at Capco
We are committed to a barrier-free and inclusive recruitment process. If you require adjustments at any stage, please let us know – we’re happy to support you. 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 inclusion, and underpins the way we work with clients and colleagues every day.
#LI-DNI
Skills Required
- Strong expertise in service design methods and customer experience practices
- Proven ability to lead change and influence senior stakeholders
- Experience in Customer Journey Management
- Hands-on AI experience
- Excellent storytelling, research, and communication skills
- Attention to detail with project management skills
- Experience in agile, cross-functional teams
- Sound business acumen and commercial awareness
What the Team is Saying
Capco Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Wellbeing is emphasized as part of culture with flexible/hybrid work, mental-health resources, coaching, and a global Wellbeing@Capco group. Flexible arrangements and regional wellbeing programs are positioned to support work–life integration.
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Parental & Family Support — Enhanced maternity, adoption, and shared-parental leave are highlighted alongside paid leave for sickness, pregnancy loss, fertility treatment, menopause, and bereavement. Return-to-work supports and family-friendly flexibility are explicitly called out.
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Healthcare Strength — Core benefits include medical, dental, and vision coverage, with disability and life insurance noted in some markets. Health coverage is consistently presented as a solid part of the package.
Capco Insights
What We Do
Capco, a Wipro company, is a global management and technology consultancy specializing in driving transformation in the energy and financial services industries. Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting edge ingenuity is brought to life through its award-winning Be Yourself At Work culture and diverse talent. TRUSTED ADVISORS - Our collaborative and entrepreneurial approach position us as trusted long-term partners to our clients. DEEP EXPERTISE - Clients look to us for clear guidance, proven expertise, and the support they need to set their companies up for success. DISRUPTIVE SOLUTIONS- We do not provide off -the-shelf answers to clients’ challenges. Instead, we work in close collaboration to understand the issues, and craft disruptive, bespoke solutions. ACCOUNTABILITY AND OWNERSHIP - We recognize every client has distinct needs and expectations, and we take ownership and accountability for the solutions we design, build, and deliver.
Why Work With Us
We support and encourage an inclusive culture, entrepreneurial outlook and independent thinking. Capco is not about organizational charts and rigid hierarchies – we want all employees to feel that Capco is their firm to own and run. We believe diversity powers innovation. Be Yourself At Work (#BYAW) is an integral and underlying part of our culture
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Capco Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
