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 help us create customer-centric products & services that drive meaningful change in finance. You’ll work across complex transformation programmes on current topics - from advancing inclusive design in hight street banking to helping some of the biggest names in business banking make their operating model more customer-driven.

What You’ll Do

• Facilitate workshops and lead discovery activities to shape experience design strategies
• Translate user needs into concepts, blueprints and product & service prototypes
• Create data- driven blueprints and journey atlases to help clients manage experiences from product to company-wide levels
• Oversee design delivery, managing roadmaps, timelines, and junior designers
• Advocate for the power of design across multi-disciplinary teams

What We’re Looking For

• Proven experience designing end-to-end digital products and multichannel services
• Experience in Customer Journey Management including tools like TheyDo etc
• AI experience: working on ML/AI client projects as well as using AI to accelerate your service design work
• Strong storytelling, research and communication skills
• Attention to detail and ability to manage multiple projects simultaneously
• Experience working in agile teams within consulting or financial services

Bonus Points For

• Domain knowledge of banking, insurance, or capital markets
• Sustainable and/ or inclusive design experience and skills 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.