About the job you’re considering
At Capgemini, we partner with clients to build the future of their services, organisations, and customer experiences. As a Lead Service Designer in our Experience Design team, you will shape end‑to‑end, future‑state services that are human‑centred, data‑informed, and AI‑ready. You will work across complex ecosystems – spanning business, policy, people, and technology – transforming ambiguity into clarity and direction. In this role you will go beyond design and work with accounts to shape client engagements and position design as a powerful business lever. You’ll report to the Head of Experience Design and work as their close partner in driving the practice forward.
Your role
As a Lead, you will either own the project lead role or act as lead practitioner, depending on the size and complexity of the engagement. You’ll have input into – or ownership of – project planning and set‑up, ensuring you and the team can do your best work. You’ll still be hands‑on but balanced with leading others. Senior client stakeholders and project teams will see you as a trusted expert. You’ll build strong relationships with these groups, listen to their needs, and manage expectations with honesty. You’ll work with the Head of Experience Design and senior leadership to identify opportunities to extend current engagements or open new ones.
In this role, you will
* Lead complex service and product design engagements end to end and define service strategies and future‑state architectures
* Lead multidisciplinary teams to prototype, test, and launch new services and design and run research and insight programmes
* Facilitate design sprints, experiments, and co‑creation activities and create detailed service blueprints, journeys, and propositions that can scale
* Understand organisational, technical, and policy constraints and turn them into opportunity
* Guide clients through complex decisions and influence long‑term change
Capability and Practice Development
In addition to the above, you will contribute to the growth and quality of the practice.
You will also
* Co‑lead the evolution of Experience Design methodology, tools, and quality standards across the practice
* Mentor and develop service designers across grades, supporting performance management and career progression
* Shape and contribute to the Experience Design Partnership model and its cross‑organisational delivery approach
* Support GDS Centre of Excellence activities including assessment preparation, training, and compliance
* Contribute to hiring, onboarding, and team development as the practice continues to grow and support business development by contributing to proposals, scoping, and client‑shaping activities
Your skills and experience
Essential
* Experience leading service design through the full life‑cycle including piloting and live operation, not just strategy or discovery phases and a track record of influencing senior stakeholders in complex, multi‑stakeholder, or regulated environments.
* Evidence of building design capability – whether establishing standards, mentoring designers, standing up new practices, or shaping assessment frameworks – and strong facilitation skills: design and run workshops, design sprints, and co‑creation sessions with confidence.
* Fluency in service design methods: blueprinting, journey mapping, systems mapping, proposition development and experience managing and leading multidisciplinary teams, with strong feedback and performance development instincts.
* Comfort operating in the gap between design and delivery, particularly in agile or hybrid environments and the ability to manage upwards, initiate difficult conversations, and challenge constructively at all levels.
Highly desirable
* Experience working across multiple sectors – public sector, financial services, energy, healthcare, or commercial – with the ability to adapt to different governance and delivery contexts.
* Experience with GDS Service Standard and assessment processes, or equivalent quality and compliance frameworks in regulated industries.
* Understanding of accessibility requirements and regulatory constraints relevant to service design.
* Experience with developer experience research, quantitative survey design, or operational service measurement.
* Familiarity and commitment to developing the skills needed to design services that use AI – working with technology and architecture teams to bring AI‑enabled services, experiences, and ideas to life.
Background
The design team is an incredibly talented group of hybrids and embraces diverse backgrounds. Whether your background is in service design, product strategy, organisational design, UX, product, or CX transformation, what matters is your ability to lead, think systemically, and deliver.
We are a Disability Confident Employer
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt‑in during the application process.
Your security clearance
Baseline Personnel Security Standard (BPSS). To be successfully appointed you will need to undergo BPSS checks. There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required. This role also requires eligibility for security clearance.
Make it real – what does it mean for you?
Our wellbeing initiatives include accredited Great Place to Work for Wellbeing recognition in 2024, mental health champions, and wellbeing apps such as Thrive and Peppy.
Impactful experiences
You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients, each with unique business, technological, and societal ambitions, making a real impact across the UK.
Why you should consider Capgemini
As part of a thriving company, you’ll join a collective of free‑thinkers, entrepreneurs, and industry experts. You will learn daily, share knowledge, and push yourself to do better, building the skills you want.
About Capgemini
Capgemini is a global business and technology transformation partner, helping organisations accelerate their dual transition to a digital and sustainable world, creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With a heritage of over 55 years, Capgemini is trusted by its clients to unlock the value of technology across all business needs. It delivers end‑to‑end services and solutions, leveraging strengths from strategy and design to engineering, all fuelled by market‑leading capabilities in AI, generative AI, cloud, and data, combined with deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get The Future You Want | www.capgemini.com
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