Senior Service Designer - Product & Experience

📍 Job Overview

Job Title: Senior Service Designer - Product & Experience

Company: Capco

Location: London, UK

Job Type: Permanent

Category: Product & Experience Design / Service Design

Date Posted: 2026-02-06

Experience Level: Mid-Senior Level (implied 5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the definition and execution of customer-centric experience design strategies within complex transformation programmes for the financial services and energy sectors.

• Drive the integration of AI-driven capabilities, such as personalization, automation, and predictive decisioning, into service concepts and customer journeys.

• Facilitate senior-level workshops and discovery activities, leveraging advanced research and insight synthesis techniques to inform design strategies.

• Act as a trusted advisor to clients, identifying new opportunities and guiding them through the adoption of customer-driven operating models.

📝 Enhancement Note: This role is positioned within a consulting firm (Capco), indicating a client-facing capacity. The emphasis on "Product & Experience" and "Service Design" suggests a focus on the end-to-end customer lifecycle, from initial concept to ongoing service delivery and optimization, with a strong emphasis on leveraging technology and data. The mention of AI integration is a key differentiator, implying a need for forward-thinking design approaches.

📈 Primary Responsibilities

• Facilitate senior-level workshops and lead discovery sessions to define strategic experience design roadmaps, leveraging AI-enabled research and insight synthesis.

• Develop comprehensive service blueprints, user journey maps, and other design artefacts that translate user needs and business objectives into actionable solutions.

• Design and integrate AI-driven features (e.g., personalization, automation, predictive analytics) into service concepts and customer journeys to enhance user experience and operational efficiency.

• Support the design and implementation of data- and AI-driven Customer Journey Management systems, enabling clients to scale their service offerings.

• Oversee the end-to-end delivery of service design projects, managing project roadmaps, timelines, and resource allocation effectively.

• Champion the value and impact of service design methodologies to multi-disciplinary teams and diverse client stakeholders, fostering a design-thinking culture.

• Proactively identify client challenges and opportunities, developing and pitching innovative solutions that align with Capco's service offerings.

• Collaborate closely with data scientists, AI specialists, technology teams, and business strategists to ensure cohesive and effective design outcomes.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design execution, client advisory, and team leadership. The emphasis on AI integration and Customer Journey Management suggests a focus on data-driven optimization and advanced digital transformation initiatives.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a strong foundation in design, human-computer interaction, psychology, business, or a related field is implied. Candidates are expected to possess a deep understanding of service design principles.

Experience: Proven experience in a Senior Service Designer role, consulting, or a similar client-facing design leadership position, with a focus on complex transformation programmes in financial services or energy sectors.

Required Skills:

• Expertise in service design methodologies (e.g., journey mapping, blueprinting, user research, persona development, ideation workshops).

• Proven ability to lead change initiatives and effectively influence senior stakeholders and executive leadership.

• Hands-on experience with Customer Journey Management, including practical knowledge of specialist tools like Theydo and understanding how analytics drive journey optimization.

• Demonstrable experience with AI, including its application in client engagements, and the use of AI tools (e.g., generative AI, design AI) for insight generation, design iteration, and journey optimisation.

• Exceptional storytelling, research, and communication skills, with the ability to articulate complex ideas clearly to diverse audiences.

• Strong project management capabilities, including the ability to manage multiple projects concurrently with meticulous attention to detail.

• Experience operating within agile, cross-functional team environments, collaborating effectively with data scientists, technologists, and AI specialists.

Preferred Skills:

• Product design skills, complementing service design expertise.

• Domain knowledge in banking, insurance, or capital markets.

• Experience with sustainable and/or inclusive design principles within an enterprise context.

📝 Enhancement Note: The requirements emphasize a strong blend of design craft, strategic thinking, client management, and a forward-looking understanding of AI's role in shaping customer experiences. The inclusion of specific tools like "Theydo" (likely a placeholder for a CJM platform) and "AI" (including genAI) indicates a need for practical, contemporary skillsets.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end service design project lifecycle, from discovery and strategy definition to concept development and delivery oversight.

• Showcase case studies featuring complex transformation programmes, highlighting your role in driving client impact and business outcomes.

• Include examples of how you've leveraged user research, AI-driven insights, and data analytics to inform design decisions and optimize customer journeys.

• Present artefacts such as service blueprints, journey maps, user flows, and wireframes, clearly articulating the problem, your process, and the solution's impact.

Process Documentation:

• Detail your approach to conducting discovery phases, including how you synthesize complex user needs and business requirements into actionable design strategies.

• Illustrate your methods for incorporating AI (e.g., generative AI, predictive analytics) into the design process to accelerate insight generation and iteration.

• Showcase how you have managed project timelines, resources, and cross-functional team collaboration to ensure successful design delivery.

• Document how you measure and communicate the impact of your design solutions, focusing on key performance indicators (KPIs) and return on investment (ROI).

📝 Enhancement Note: A strong portfolio is crucial for this role, demonstrating not just design skills but also the ability to lead complex projects, influence stakeholders, and integrate emerging technologies like AI into practical solutions. The emphasis on client-facing work means showcasing business impact is paramount.

💵 Compensation & Benefits

Salary Range: Given the Senior Service Designer title, the London location, and the consulting industry, a competitive salary range is expected. For a Senior Service Designer in London with 5-10 years of experience, the estimated annual salary range would typically fall between £70,000 and £100,000, potentially higher for exceptional candidates with specialized AI or financial services expertise.

Benefits:

• Core Benefits: Discretionary bonus, competitive pension scheme, comprehensive health insurance, life insurance, and critical illness cover.

• Mental Health & Wellbeing: Access to CareFirst, Unmind, Aviva consultations, and in-house mental health first aiders.

• Family Support: Enhanced maternity, adoption, and shared parental leave; paid leave for pregnancy loss, fertility treatment, menopause, and bereavement.

• Care Services: Eight complimentary backup care sessions for childcare or elder care.

• Holiday & Leave: Five weeks of annual leave, with options to buy or sell additional days.

• Professional Development: Minimum 40 hours of annual training (workshops, certifications, e-learning), dedicated business coach from day one.

• Healthcare Access: Convenient online GP services.

• Additional Perks: Gympass (Wellhub), travel insurance, Tastecard, season ticket loans, Cycle to Work scheme, and dental insurance.

Working Hours: Standard full-time hours, likely around 40 hours per week, with flexibility expected due to client demands and project deadlines.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior-level design roles in London's consulting sector, considering the specific skills mentioned. The extensive benefits package highlights Capco's commitment to employee wellbeing and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Consulting, with a strong focus on Financial Services and Energy sectors. Capco is known for its expertise in digital transformation, technology, and management consulting.

Company Size: Capco is a global technology and management consultancy with a significant presence. While exact figures are not provided here, it's recognized as a large, established firm, indicating opportunities for structured career progression and access to diverse projects.

Founded: Capco was founded in 1998, bringing decades of experience in transforming businesses. This history suggests a stable yet innovative environment, adept at navigating industry shifts.

Team Structure:

• The role sits within the "Product & Experience" practice area, suggesting a dedicated team of design professionals with diverse specializations.

• You will likely report to a Design Lead or Practice Head, with a dotted line into project-specific leads.

Methodology:

• Capco emphasizes a data-driven and client-centric approach, leveraging research and analytics to inform strategic recommendations and design solutions.

• Agile methodologies are prevalent, facilitating iterative development and responsiveness to client needs.

• The firm champions a collaborative, entrepreneurial, and flat consulting culture, encouraging innovation and direct contribution from all levels.

Company Website: https://www.capco.com/

📝 Enhancement Note: Capco's culture is described as collaborative, entrepreneurial, and flat, which is attractive for senior professionals who want to make a direct impact. The focus on financial services and energy means candidates should be prepared to engage with complex industry challenges.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, implying leadership responsibilities, significant autonomy, and a role in shaping client strategy and internal practice development. It is a key contributor role with potential for future management or specialized expert track.

Reporting Structure: The Senior Service Designer will likely report to a Director or Partner within the Product & Experience practice. They will also work closely with Project Managers and Client Leads on specific engagements, often leading design workstreams.

Operations Impact: The role directly influences client business strategy and customer experience by designing impactful products and services. Success in this role contributes to Capco's reputation, client satisfaction, and revenue generation through identifying and delivering new opportunities. The integration of AI and advanced CX strategies drives significant business transformation for clients.

Growth Opportunities:

• Leadership Advancement: Progression to Principal Service Designer, Head of Service Design, or a Partner role, with increased client advisory and business development responsibilities.

• Specialization Deepening: Becoming a recognized expert in specific areas like AI-driven CX, sustainable design, or a particular industry vertical (e.g., retail banking).

• Mentorship & Practice Development: Opportunity to mentor junior designers, contribute to Capco's internal design methodologies, and shape client service offerings.

• Continuous Learning: Access to extensive training, certifications, and industry events to stay at the forefront of design and technology trends.

📝 Enhancement Note: The growth path is clearly defined within a consulting framework, emphasizing client impact, thought leadership, and practice development. The focus on AI and advanced CX offers opportunities for specialization in high-demand areas.

🌐 Work Environment

Office Type: The role is based in London and is classified as Hybrid. This suggests a blend of in-office collaboration and remote work, allowing for flexibility while maintaining in-person team interaction. Capco's offices are typically modern, professional, and equipped for client meetings and collaborative work.

Office Location(s): London, UK. Specific office details would be provided upon engagement, but London locations are typically well-connected and central.

Workspace Context:

• The workspace will be dynamic and collaborative, involving frequent interaction with diverse project teams, including consultants, designers, data scientists, and AI specialists.

• Access to standard office technology, design software, and collaboration tools will be provided.

• Opportunities for client site visits and engagement will be a regular part of the role.

Work Schedule: A standard 40-hour work week is implied, but the consulting environment often requires flexibility to meet client deadlines and project demands. The hybrid model allows for some control over work location on designated remote days.

📝 Enhancement Note: The hybrid nature of the role in a major city like London offers a balance between professional engagement and personal flexibility, common in modern consulting environments.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and portfolio for a preliminary assessment of qualifications and experience.

• First Interview: Typically with a Senior member of the Product & Experience team, focusing on your service design expertise, client experience, and understanding of AI in design. Be prepared to discuss your portfolio in detail.

• Case Study/Workshop: You may be asked to complete a take-home case study or participate in a live workshop exercise to assess your problem-solving skills, design process, and ability to work under pressure. This is a critical opportunity to showcase your AI integration thinking.

• Final Interview: Likely with a Director or Partner, focusing on strategic thinking, business acumen, client advisory skills, and cultural fit. Discussions may also cover your approach to business development.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 strong projects that best demonstrate your senior-level capabilities, particularly those involving AI integration, complex problem-solving, and significant client impact in financial services or energy.

• Focus on Process & Impact: Clearly articulate the problem, your specific role, the methodologies used (especially AI-driven ones), your design process, and the measurable business outcomes achieved. Quantify impact wherever possible.

• Tell a Story: Structure your case studies as compelling narratives. Explain the context, the challenge, your approach, the solution, and the results, highlighting your leadership and strategic thinking.

• AI Integration: Explicitly detail how AI was used or could be used to enhance the user experience, drive efficiency, or generate insights in your projects.

• Client Engagement: Showcase your ability to manage stakeholders, facilitate workshops, and communicate complex design concepts effectively.

Challenge Preparation:

• Understand the Context: Be prepared for scenarios related to client challenges in financial services or energy, focusing on customer experience transformation, digital adoption, or AI implementation.

• Design Methodologies: Refresh your knowledge of core service design tools and techniques, and importantly, how to apply AI to accelerate these processes.

• Business Acumen: Think about how design solutions align with business objectives, ROI, and commercial viability.

• Presentation Skills: Practice articulating your thoughts clearly, concisely, and persuasively, as you'll need to present your findings and recommendations effectively.

📝 Enhancement Note: The interview process in consulting emphasizes practical application and strategic thinking. A strong, relevant portfolio showcasing AI integration and client impact is paramount. Be ready to discuss your experience with specific tools and methodologies.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Miro, Mural for collaborative whiteboarding and journey mapping.

• Customer Journey Management (CJM): Experience with platforms like Theydo (mentioned) or similar industry-standard CJM tools (e.g., Adobe Experience Cloud, Salesforce Marketing Cloud, Qualtrics).

• AI & ML Tools: Familiarity with AI concepts and potentially tools for generative design, data analysis, and predictive modeling. This could include platforms like ChatGPT, Midjourney for ideation, or specific ML libraries if involved in deeper technical aspects.

• Research & Analytics Platforms: Tools for user research (e.g., UserTesting.com), analytics (e.g., Google Analytics, Adobe Analytics), and data visualization (e.g., Tableau, Power BI).

Analytics & Reporting:

• Proficiency in interpreting data from various sources to inform design decisions and measure impact.

CRM & Automation:

• Understanding of how service design integrates with CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms to deliver seamless customer experiences.

📝 Enhancement Note: The role requires proficiency in standard design tools, specialized CJM platforms, and a strong understanding of how to leverage AI and data analytics to inform and enhance service design. The mention of "Theydo" is specific, but candidates should be prepared to discuss their experience with similar CJM solutions.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A core value driving all design and consulting efforts, ensuring solutions are tailored to meet client and end-user needs.

• Innovation & Future-Forward: Encouraging the exploration and application of new technologies, particularly AI, to solve complex problems and drive transformation.

• Collaboration & Teamwork: Fostering a supportive environment where diverse perspectives are valued, and cross-functional teams work together effectively.

• Excellence & Impact: Striving for high-quality delivery and demonstrable business results for clients, with a focus on measurable outcomes.

• Inclusivity & Diversity: Championing #BeYourselfAtWork, valuing differences, and ensuring a barrier-free and inclusive environment for all employees and clients.

Collaboration Style:

• Cross-Functional Integration: Working seamlessly with business consultants, technologists, data scientists, and AI specialists to create holistic solutions.

• Agile & Iterative: Embracing agile methodologies for iterative design, feedback loops, and rapid adaptation to evolving project requirements.

• Open Communication: Encouraging transparent dialogue, constructive feedback, and active listening across all levels and disciplines.

• Stakeholder Engagement: Proactively engaging with clients and internal stakeholders to build consensus, manage expectations, and ensure alignment.

📝 Enhancement Note: Capco's emphasis on inclusivity and a collaborative, entrepreneurial culture is a significant aspect. Candidates should align with these values and be comfortable working in a dynamic, team-oriented environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Integrating AI Effectively: Navigating the complexities of AI implementation, ensuring ethical considerations, data privacy, and genuine user benefit rather than just technological novelty.

• Client Adoption of New Models: Guiding traditional financial services and energy sector clients through significant operational and customer experience transformations, which can involve resistance to change.

• Balancing Strategy and Execution: Ensuring that high-level design strategies are translated into practical, implementable solutions within client constraints.

• Managing Diverse Stakeholders: Effectively communicating complex design concepts and gaining buy-in from a wide range of stakeholders with varying technical understanding and priorities.

• Keeping Pace with Technology: Continuously learning and adapting to the rapid evolution of AI and design technologies to maintain a competitive edge.

Learning & Development Opportunities:

• AI & Emerging Tech: Deepen expertise in AI applications for CX, generative AI tools, and future technology trends through Capco's training programs and certifications.

• Industry Specialization: Gain in-depth knowledge of the financial services and energy sectors, understanding their unique challenges and opportunities.

• Consulting Skills: Develop advanced client advisory, business development, and leadership skills through structured training and on-the-job experience.

• Mentorship: Benefit from a dedicated business coach and mentorship from senior leaders within the organization.

• Community of Practice: Engage with a global network of design professionals to share knowledge, best practices, and collaborate on innovative solutions.

📝 Enhancement Note: The role offers significant opportunities for professional growth by tackling cutting-edge challenges in AI and customer experience within established industries, supported by robust learning and development frameworks.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex transformation programme you led where you had to define a new experience design strategy. How did you approach it, and what was the outcome?" (Focus on your strategic thinking, methodologies, and impact.)

• "How would you integrate AI, specifically generative AI, into a customer journey for a retail bank to improve personalization and efficiency? Walk me through your process." (Assess your practical AI application and design process.)

• "Tell me about a time you had to influence senior stakeholders who were resistant to a design-led approach. What was your strategy, and how did you achieve buy-in?" (Demonstrate your leadership and communication skills.)

Company & Culture Questions:

• "What interests you about Capco, and how do you see yourself contributing to our Product & Experience practice?" (Show your research and alignment with Capco's values and focus areas.)

• "How do you approach working in agile, cross-functional teams, especially when collaborating with technical and data specialists?" (Highlight your collaborative approach and adaptability.)

Portfolio Presentation Strategy:

• Structure: Begin with a high-level overview of your career and key strengths, then dive into 2-3 detailed case studies. For each case study, clearly outline the client/project context, the problem statement, your role and responsibilities, your design process (highlighting AI integration), the solutions developed, and the measurable impact/results.

• Visuals: Use clear, professional visuals that showcase your artefacts (blueprints, maps, wireframes, AI-generated concepts). Ensure they are easy to understand.

• Storytelling: Frame each project as a narrative. What was the journey? What were the key decisions? What challenges did you overcome?

• AI Focus: Be prepared to specifically discuss how AI was leveraged, the tools used, and the benefits derived in your portfolio examples.

• Q&A: Anticipate questions about your design choices, how you handle scope changes, your approach to user research, and how you measure success.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, hands-on design expertise with AI integration, strong client management skills, and a cultural fit with Capco's values. Quantifiable results and a clear narrative in your portfolio are key.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application and resume through the Capco careers portal via the provided Greenhouse link.

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating senior-level service design, AI integration, and impact within the financial services or energy sectors. Focus on your strategic contributions and leadership.

• Resume Optimization: Ensure your resume clearly articulates your experience with service design methodologies, AI applications, customer journey management, stakeholder influence, and project leadership. Use keywords from the job description.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), especially for behavioural questions. Prepare to walk through your portfolio with a focus on your thought process and AI integration.

• Company Research: Deepen your understanding of Capco's recent work, client successes, and their stated values (especially around #BeYourselfAtWork and innovation). Familiarize yourself with their presence in the financial services and energy industries.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.