Lead Customer‐Centric Service & UX Designer (AI‐enabled / Hybrid)

Lead Customer‐Centric Service & UX Designer (AI‐enabled / Hybrid) page is loaded## Lead Customer‐Centric Service & UX Designer (AI‐enabled / Hybrid)remote type: Praca z domutime type: Zatrudnienie w pełnym wymiarze godzinposted on: Opublikowano dzisiajjob requisition id: 10118584We 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.**Job title:**Lead Customer‐Centric Service & UX Designer (AI‐enabled / Hybrid)**Job Description:**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.**What we are looking for:*** 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.The post‐holder acts as a clear advocate for the customer and citizen perspective, particularly as services increasingly incorporate AI, automation, and assisted human support. They ensure that services meet genuine user needs, maintain high quality, and are underpinned by evidence, insight, and measurable outcomes.**What you’ll be doing:****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.**Join Capita – Where Innovation Meets Opportunity**Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors – government, healthcare, education, and finance – offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion.We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.**Check out our website*** **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**Unlock Your Potential with Capita**At Capita, your career can take you wherever your ambition leads. You’ll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.**Join us and discover a career with purpose. #CareersWithPurpose** Customer first, always Fearless innovation Achieve together Everyone is valued**What we hope you’ll do next:**Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.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.****Location:**,Zjednoczone Królestwo**Time Type:**Zatrudnienie w pełnym wymiarze godzin**Contract Type:**Stały**Capita is a consulting, transformation and digital services business. We deliver innovative#J-18808-Ljbffr…