Manager, Design Consulting

Description

At the company, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join the company and do work that matters – to you, to your community, and to the world. Progress starts with you.

What it's all about -

The company Consulting & Analytics (VCA) is the company's advisory arm, providing data-driven expertise to issuers, acquirers, merchants, fintechs and other partners. The Product & Experience Design (PxD) team helps clients create innovative products, services and digital experiences that deliver meaningful customer and business value.

The Design Consultant – AI Product & Experience Design will join an emerging design advisory team based in London and Berlin. This manager-level individual contributor role will primarily focus on helping the company clients across Europe identify, prioritise, design and launch AI-powered products, services and experiences. The role will lead client engagements and design workstreams but will not have direct people-management responsibility. While AI will be a core area of focus, the consultant will also contribute to broader product, service and experience design engagements across digital banking, payments and commerce.

This individual is a strategic and hands-on product and experience design consultant with strong human-centred design, service design, product strategy, facilitation and client advisory skills. They will work alongside the company business consultants, clients, product teams, engineers and data scientists to uncover opportunities, define future-state experiences and shape AI-enabled product strategies. Depending on client needs, they will also contribute to wider digital product, customer experience and innovation engagements.

The role will involve designing and prototyping AI-native products and features, including conversational interfaces, AI copilots, agentic workflows and intelligent automation. The Design Consultant will translate emerging AI capabilities into usable product experiences, guide concepts from early exploration through to implementation, facilitate client workshops, and help organisations identify how AI can transform customer journeys, employee workflows and digital products.

The consultant may also contribute to traditional product and experience design engagements where strong customer-centred design, service design and product thinking are required.

Responsibilities

• Lead client engagements to identify, prioritise and design AI-powered products, services and experiences, from opportunity discovery through to delivery.
• Apply human-centred design, product strategy and service design methods to solve customer and business challenges across both AI-enabled and traditional digital products.
• Translate emerging technologies, customer insights and business objectives into compelling future-state product and service concepts.
• Design conversational, agentic and AI-enabled experiences, including human-AI workflows, interaction patterns and trust mechanisms that balance automation, transparency and user control.
• Create journeys, service blueprints, prototypes and other design artefacts to communicate, test and validate concepts.
• Lead workshops, research and experimentation activities to uncover user needs, shape future-state experiences and align stakeholder priorities.
• Help clients establish responsible, accessible and trustworthy AI experiences that align with emerging governance and regulatory considerations.
• Present and defend design recommendations with audiences ranging from practitioners to senior executives.
• Collaborate with multidisciplinary teams to develop solutions that are desirable, feasible and viable.
• Provide design direction, quality oversight and constructive feedback across project teams while remaining hands-on in shaping key deliverables and client outcomes.
• Contribute to the development of PxD's AI consultancy offerings, methods, frameworks and thought leadership.
• Design Skills
• Experience designing digital products and services, with particular expertise in conversational AI, generative AI, AI copilots, agentic experiences or other intelligent product capabilities.
• Experience identifying and framing AI opportunities, defining product strategies and translating emerging technologies into meaningful customer and business value.
• Practical understanding of generative AI, large language models, prompting, evaluation approaches and the limitations of non-deterministic systems.
• Understanding of agentic systems, orchestration patterns, human-in-the-loop workflows and emerging AI interaction models.
• Ability to design trustworthy experiences around AI-generated content, recommendations and automated actions.
• Strong service design capability, including experience mapping end-to-end customer journeys, operational processes and human-AI workflows.
• Experience using modern AI-assisted design, prototyping and development tools (such as Figma AI, Claude Code, Replit, Cursor or equivalent).
• Behavioural Skills
• This designer is curious, strategic and hands-on, with a strong interest in how emerging technologies can create new forms of customer and business value. They are comfortable navigating ambiguity and can translate complex capabilities into simple, useful and compelling product experiences.
• Strong communication, facilitation and storytelling skills.
• Confident working with clients and senior stakeholders.
• Able to structure ambiguous problems, develop strategic recommendations and guide clients from opportunity identification through to implementation planning.
• Able to influence consulting, product, business and technology client teams without direct authority.
• Collaborative, pragmatic and comfortable working in multidisciplinary and multicultural environments.
• Strong organisational skills, with the ability to manage multiple projects and priorities.
• Comfortable moving between AI-focused engagements and broader product, service and experience design challenges depending on client needs.
• This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
• &xa;the company requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

• Basic Qualifications
• 6+ years of experience in product design, UX design, service design, interaction design or related disciplines, with a Bachelor's degree or equivalent professional experience, including experience leading complex design workstreams or client engagements.
• Experience designing digital products and services, including experience with generative AI, conversational AI, AI copilots, agentic systems or other AI-enabled experiences.
• Experience leading complex projects involving cross-functional teams and senior stakeholders.
• Portfolio demonstrating high-quality AI product design work and examples of AI-enabled, conversational or intelligent experiences.
• Experience supporting AI opportunity discovery, product strategy or innovation programmes.
• Experience facilitating workshops, stakeholder alignment sessions or innovation activities.
• Preferred Qualifications
• Experience working in a design consultancy, innovation consultancy or product consulting environment.
• Experience working within financial services, payments, fintech or other regulated industries.
• Experience designing products and services across multiple markets, languages or cultural contexts.
• Portfolio Required: Please include a link to your online portfolio, including at least one relevant AI, conversational or emerging-technology case study.
• The company is an EEO Employer