CX Transformation Specialist - Product & Experience

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.