CX Transformation Specialist - Product & Experience

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.
  
  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.
  
  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.