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About the Role
Help leading financial institutions reimagine customer experiences through strategy, innovation, AI and transformation. As a CX Transformation Specialist, 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 teams, you’ll design customer-centric strategies, operating models and experiences that deliver measurable business and customer outcomes.
Responsibilities
- 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.
Requirements
- 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.
- 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.
- 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.
Skills
- Customer experience
- Digital transformation
- Business transformation
- Financial services
- Customer strategies
- Service propositions
- Operating models
- Go-to-market approaches
- Customer journey mapping
- Service design
- Customer-centric transformation
- Market research
- Competitor research
- Customer research
- Design thinking
- Experimentation
- Product development
- Proposition development
- Business models
- CRM
- Customer engagement platforms
- Customer service technologies
- Salesforce
- Microsoft Dynamics
- ServiceNow
- Genesys
- NICE
- AI-enabled customer experiences
- Intelligent automation
- Digital capabilities
- Analytical skills
- Problem-solving
- Stakeholder management
- Communication skills
- Presentation skills
- Agile
- Multidisciplinary delivery
- Innovation
- AI
- Human-centred design
- Strategy
- Product
- Design
- Engineering
- Data
- Voice of Customer programmes
- Service innovation
- Jobs to Be Done
- Lean Startup
- Innovation frameworks
Location
- London (Hybrid)
Work Type
- Hybrid
- Permanent
Experience Level
- Senior
Benefits
- Discretionary bonus
- Competitive pension
- Health insurance
- Life insurance
- Critical illness cover
- Easy access to CareFirst, Unmind, Aviva consultations and in-house first aiders
- Maternity, adoption, shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause and bereavement
- Eight complimentary backup care sessions for emergency childcare or elder care
- Five weeks of annual leave with the option to buy or sell holiday days
- Minimum 40 hours of training annually, including workshops, certifications and e-learning, supported by a dedicated Business Coach from day one
- Convenient online GP services
- Wellhub (Gympass)
- Travel insurance
- Tastecard
- Season ticket loans
- Cycle to Work
- Dental insurance
About the Company
- Capco is a global technology and management consultancy. We are passionate about helping financial services navigate the complexities of the modern world.
- We are committed to making our recruitment process accessible and straightforward for everyone.
- 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.
Equal Opportunity
- 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.