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.
#LI-DNI
Skills Required
- 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 and synthesising insights into senior-level recommendations.
- Experience applying customer insights, design thinking or experimentation to shape new products, propositions or services.
- Understanding of AI-enabled customer experiences, intelligent automation or emerging digital capabilities.
- Knowledge of CRM and customer engagement platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Genesys or NICE.
- 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 (bonus).
- Familiarity with innovation frameworks such as Design Thinking, Jobs To Be Done or Lean Startup (bonus).
What the Team is Saying
What We Do
Capco, a Wipro company, is a global management and technology consultancy specializing in driving transformation in the energy and financial services industries. Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting edge ingenuity is brought to life through its award-winning Be Yourself At Work culture and diverse talent. TRUSTED ADVISORS - Our collaborative and entrepreneurial approach position us as trusted long-term partners to our clients. DEEP EXPERTISE - Clients look to us for clear guidance, proven expertise, and the support they need to set their companies up for success. DISRUPTIVE SOLUTIONS- We do not provide off -the-shelf answers to clients’ challenges. Instead, we work in close collaboration to understand the issues, and craft disruptive, bespoke solutions. ACCOUNTABILITY AND OWNERSHIP - We recognize every client has distinct needs and expectations, and we take ownership and accountability for the solutions we design, build, and deliver.
Why Work With Us
We support and encourage an inclusive culture, entrepreneurial outlook and independent thinking. Capco is not about organizational charts and rigid hierarchies – we want all employees to feel that Capco is their firm to own and run. We believe diversity powers innovation. Be Yourself At Work (#BYAW) is an integral and underlying part of our culture
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Capco Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
