We are looking for a Lead Customer Centric Service & UX Designer to be responsible for leading service design strategy and activity across the full project lifecycle, from early discovery through to live services and continuous improvement.
This position places a strong emphasis on whole service thinking, discovery leadership, and strategic influence, while remaining deliberately hands on across service design, UX, and research. The role is suited to a practitioner who can operate flexibly across problem framing, facilitation, analysis and synthesis, and experience design.
Qualifications
* Proven experience as a Lead Service Designer, delivering complex services within public sector, regulated, or large scale environments.
* Strong grounding in GDS, service design, design thinking, and user centred design principles, applied pragmatically.
* Confidence facilitating discovery activity, workshops, and synthesis sessions with diverse stakeholder groups.
* Comfortable operating with high autonomy, leading direction and decision making in ambiguous problem spaces.
* Clear, confident communicator, able to convey complex service concepts to technical and non technical audiences.
* Evidence driven mindset, combining qualitative insight with data and analytics.
* Curious and forward looking, with a strong interest in AI adoption, emerging technologies, and service innovation.
Responsibilities
Service Design Strategy & Leadership
* Lead service design strategy and delivery across projects, ensuring a coherent, end to end view of services.
* Advocate for understanding the bigger picture, considering users, policy, process, people, data, technology, and operations.
* Plan, design, and facilitate discovery phases, stakeholder workshops, and co creation sessions to explore complex problem spaces.
* Apply and embed analysis and synthesis techniques to generate clear, valuable findings and service direction.
* Ensure service design outputs (journeys, service blueprints, operating models) are robust, accessible, and actionable.
UX & Hybrid Practice
* Translate service level insight into clear UX and interaction direction, ensuring consistency across channels and touchpoints.
* Work closely with UX designers, content designers, and user researchers to maintain alignment from service vision through to delivery detail.
* Apply user centred design methods pragmatically within agile, multidisciplinary teams.
* Communicate research and design findings clearly and confidently to internal teams and clients.
AI Enabled, Customer Centric Services
* Act as a customer advocate within AI enabled and automated services, ensuring trust, transparency, and usability are embedded throughout the service lifecycle.
* Design and evaluate human-AI interactions, including transitions between AI tools and human agents.
* Demonstrate a practical understanding of hyperscalers and AI platforms, including the adoption of off the shelf AI solutions within service contexts.
* Champion human in the loop approaches where appropriate, ensuring AI augments rather than undermines user experience and service outcomes.
Data, Evidence & Quality Assurance
* Use service metrics, analytics, and qualitative insight to inform, validate, and iterate service and UX design decisions.
* Define and support the tracking of service and experience KPIs (for example task success, satisfaction, adoption, deflection, and trust indicators).
* Ensure services meet high quality standards, are evidence led, and are grounded in user needs rather than assumption.
Collaboration, Influence & Capability Building
* Build strong relationships across multidisciplinary teams, including product, engineering, operations, policy, and data.
* Influence senior stakeholders and clients through clear narratives, visualisations, and evidence based recommendations.
* Mentor and support designers and researchers, helping to build capability and consistency across service design practice.
* Evangelise the value of user centred and service led design across the wider organisation.
* Support bids, proposals, and early engagements by articulating the value of service design and AI enabled experience design.
Benefits
* 23 days holiday (rising to 27) with the opportunity to buy extra leave.
* Company matched pension, life assurance, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and more.
* Volunteering for charity partners or a cause of your choice – opportunity to take a paid day out of the office.
* Access to Employee Network Groups and other diversity inclusion opportunities.
* Opportunity to gain additional qualifications via the Learning Academy or apprenticeships.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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