Hybrid Lead Customer-Centric Service & UX Designer – AI-enabled

at Capita

• Job title: Lead Customer-Centric Service & UX Designer – AI-enabled
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, United Kingdom

About the role

• Lead Customer Centric Service & UX Designer at Capita driving service design strategy and UX practices. Focusing on AI-enabled services and user-centered design principles in public sector environments.

Responsibilities

• 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.
• Translate service‑level insight into clear UX and interaction direction, ensuring consistency across channels and touchpoints.
• Act as a customer advocate within AI‑enabled and automated services, ensuring trust, transparency, and usability are embedded throughout the service lifecycle.
• Use service metrics, analytics, and qualitative insight to inform, validate, and iterate service and UX design decisions.
• Build strong relationships across multidisciplinary teams, including product, engineering, operations, policy, and data.

Requirements

• 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.

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 plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career