Lead Service Designer - Product & Experience

Capco

London, United Kingdom
On-site
Service design methods
Customer experience practices
Ai-driven capabilities
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

Job Summary

  • 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.
  • Translate user needs into concepts, service blueprints, and artefacts that align business strategy with user needs, incorporating AI-driven capabilities such as personalisation, automation, and predictive decisioning.
  • Oversee design delivery, managing roadmaps, timelines, and junior designers, while guiding teams on responsible and effective use of AI in design practice.

Matching Summary

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.

Skills & Requirements

Must-have

  • Service design methods
  • Customer experience practices
  • AI-driven capabilities
  • Customer journey management systems
  • Senior-level workshop facilitation
  • Insight synthesis and sense-making

Nice-to-have

  • Inclusive design
  • Customer-driven operating models
  • Responsible AI use

Key Requirements

  • Deep expertise in service design
  • Proven ability to lead change
  • Experience in Customer Journey Management tools
  • Hands-on AI experience
  • Excellent storytelling, research, and communication skills

Work Rights

Not specified

Tailored Resume

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