CX Transformation Specialist - Product & Experience

Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent

Help leading financial institutions reimagine customer experiences through strategy, innovation, AI and transformation.

The Role

As a CX Transformation Specialist within Capco’s Product & Experience practice, you will help clients transform how they acquire, engage, serve and retain customers across the end-to-end customer lifecycle.

Working alongside senior client stakeholders and multidisciplinary Capco teams, you’ll design customer-centric strategies, operating models and experiences that deliver measurable business and customer outcomes. From defining customer strategies and go-to-market approaches for new propositions to redesigning customer journeys and enabling AI-powered experiences, you’ll help shape the future of customer experience across financial services.

What You’ll Do

• Lead or support CX transformation engagements across banking, insurance, wealth management, capital markets, and payments.

• Design customer strategies, service propositions, go-to-market approaches and future-state operating models that improve customer and business outcomes.

• Analyse customer journeys, pain points and operational processes to identify opportunities for transformation and optimisation.

• Conduct market, competitor and customer research to identify emerging trends, unmet customer needs and growth opportunities, translating insights into actionable recommendations.

• Synthesise qualitative and quantitative research into compelling client presentations, business cases and executive-level recommendations that support strategic decision-making.

• Apply customer insights, human-centred design and experimentation techniques to develop, test and refine new products, propositions, services and business models.

• Define business requirements and work collaboratively across business, technology, product and design teams to deliver customer-centric solutions.

• Support the implementation of digital, CRM and AI-enabled customer capabilities that improve customer engagement and operational effectiveness.

• Facilitate workshops, stakeholder interviews and co-creation sessions to align teams around customer outcomes and transformation priorities.

• Contribute to proposals, thought leadership, proposition development and business development initiatives that grow Capco’s CX Transformation capability.

What We’re Looking For

• Experience delivering customer experience, digital transformation or business transformation initiatives within financial services.

• Experience developing customer strategies, service propositions, operating models or go-to-market approaches.

• Strong understanding of customer journey mapping, service design and customer-centric transformation methodologies.

• Experience conducting customer, market and competitor research, synthesising insights into clear recommendations for senior stakeholders.

• Experience applying customer insights, design thinking or experimentation to shape new products, propositions, services or business models.

• Knowledge of CRM, customer engagement platforms or customer service technologies such as Salesforce, Microsoft Dynamics, ServiceNow, Genesys or NICE is advantageous.

• Understanding of AI-enabled customer experiences, intelligent automation or emerging digital capabilities.

• Strong analytical, problem-solving and stakeholder management skills.

• Excellent communication and presentation skills with the ability to influence senior client stakeholders.

• Experience working in Agile or multidisciplinary delivery environments.

Bonus Points For

• Consulting experience within financial services or other highly regulated industries.

• Experience supporting product launches, proposition development or go-to-market strategy.

• Experience contributing to practice development, thought leadership or business development activities.

• Experience with customer research methodologies, Voice of Customer programmes or service innovation.

• Familiarity with Design Thinking, Jobs to Be Done, Lean Startup or other innovation frameworks.

Why Join Capco

• Deliver high-impact customer transformation programmes for leading financial services organisations.

• Help clients shape the future of customer experience through AI, digital innovation and human-centred design.

• Work in a collaborative, entrepreneurial consulting culture alongside experts in strategy, product, design, engineering and data.

• Contribute to innovative propositions, thought leadership and the continued growth of Capco’s Product & Experience practice.

• Access continuous learning, training and industry certifications while accelerating your consulting career.

Benefits

• Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance and critical illness cover.

• Mental Health: Easy access to CareFirst, Unmind, Aviva consultations and in-house first aiders.

• Family-Friendly:Maternity, adoption, shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause and bereavement.

• Family Care: Eight complimentary backup care sessions for emergency childcare or elder care.

• Holiday Flexibility: Five weeks of annual leave with the option to buy or sell holiday days based on your needs.

• Continuous Learning: Minimum 40 hours of training annually, including workshops, certifications and e-learning, supported by a dedicated Business Coach from day one.

• Healthcare Access: Convenient online GP services.

• Extra Perks: Wellhub (Gympass), travel insurance, Tastecard, season ticket loans, Cycle to Work and dental insurance.

Inclusion at Capco

We’re committed to making our recruitment process accessible and straightforward for everyone. If you need any adjustments at any stage, just let us know and we’ll be happy to help. We value each person’s unique perspective and contribution.

At Capco, we believe that being yourself is your greatest strength. Our #BeYourselfAtWork culture encourages individuality and collaboration and shapes how we work with clients and each other every day.

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