Joel Bailey

Director of Service Design at Capita

Service design done right is nothing short of injecting the design attitude right into the cerebral cortex of an organisation.

Joel is director of service Design at Capita, a FTSE 100 company and one of the leading outsourcers in the UK. With 15 years’ experience helping businesses make the transition to customer-centred approaches that transform customer experience and drive longterm value, he is a champion of service Design as the key toolset for developing customer experience.

Joel thrives on helping organisations see the services they provide from the customer’s perspective and use that insight to dramatically reduce dissatisfaction and replace it with innovation. His work is deeply collaborative, recognising that the customer and the frontline staff often hold the key to a company’s success.