Lead Service Designer - Product

Lead Service Designer - Product & Experience

UK - London

Lead Service Designer – Product & Experience

Location:

London (Hybrid) | Practice Area:
Product & Experience | Type:
Permanent

Design with impact. Lead with empathy. Transform experiences.

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 high street banking to helping some of the biggest names in business banking make their operating model more customer‑driven.

• 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

• Proven experience designing end‑to‑end digital products and multichannel services
• Experience in Customer Journey Management including tools like They Do 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

• Domain knowledge of banking, insurance, or capital markets
• Sustainable and/ or inclusive design experience and skills in an enterprise context

• 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

• Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance and critical illness cover
• Mental Health: Easy access to Care First, 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
• Extra Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work, and dental insurance

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 #Be Yourself At Work  culture champions diversity, equity and inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues.

#Be Yourself At Work  is the cornerstone of our success and a value that our employees live and breathe every day.

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Capco does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. In order to track the effectiveness of our recruiting efforts, please consider participating in the optional questionnaire.