Lead Service Designer

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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  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. You’ll 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,…