Job Description
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.
