CX Transformation Specialist - Product & Experience

Job description

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, engi