Company: Capgemini
Location: London
Posted: May 1st, 2026
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.
As a Lead, you will guide multidisciplinary teams, influence and guide senior stakeholders, and bring together strategy, research, prototyping, and delivery to define and launch services and transformation at scale. You will join our growing Digital Customer Experience (DCX) practice and play a key role in advancing our design approach, developing our culture, and maturing design capability across the organisation.
This role blends strategic leadership with hands on craft. You will shape delivery, set standards, mentor designers, and help clients navigate some of their boldest transformation challenges.
In this role you will go beyond design and work with accounts to shape client engagements and position design as a powerful business lever. Youll report to the Head of Experience Design and work as their close partner in driving the practice forward.
As a Lead, you'll 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.
Delivery Leadership
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
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
This is a highly impactful role where you can help lead some of the bravest digital and organisational transformations in the UK.
You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.
You are a confident, strategic design practitioner with experience leading complex programmes and multidisciplinary teams. You bring a strong blend of business acumen, systems thinking, human centred design craft, client leadership, and delivery discipline.
Essential-
Experience leading service design through full lifecycle 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: you can 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 make use of AI working with technology and architecture teams to bring AIenabled services, experiences and ideas to life.
Your Background
Our design team is an incredibly talented group of hybrids and thats something we embrace. The team includes people with backgrounds in design, complex digital transformation, organisational change and design, strategy, and business analysis. We know unicorns dont exist, but we value practitioners who span multiple areas of service design with depth in at least one. 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.
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Governments 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.
Baseline Personnel Security Standard (BPSS)
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard 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.
There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
This role requires you to be also eligible for Security Clearance.
our wellbeing
Youd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
To help support wellbeing we have trained Mental Health Champions across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
Impactful Experiences
You will reimagine whats possible: creating value for the worlds leading organisations through technology to build a sustainable, more inclusive future.
You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK
Capgemini. Make it real.
You will reimagine whats possible: creating value for the worlds leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.
We realise a Total Reward package should be more than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.
You will be joining one of the Worlds Most Ethical Companies, as recognised by Ethisphere for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.
Growing clients businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, youll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine whats possible. Its why, together, we seek out opportunities that will transform the worlds leading businesses, and its how youll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, youll build the skills you want. Youll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while 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 its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of 22.1 billion.
Get The Future You Want | www.capgemini.com