Client Engagement & Support Model Solution Lead

Capco
Germany, Berlin, Düsseldorf, Munich
Full timeFunction: Administration & Executive AssistanceSkills: ["Client communication","Stakeholder management","Influencing","Design thinking","Independent problem-solving","Coaching"]

Own the end-to-end client engagement and support model during a major client migration, acting as design authority from concept through live running. Define operating model components (service tiering L1/L2/L3), capacity and effort economics, communications architecture, and client journey through each change phase. Maintain traceability from source figures to model output, present and defend the design to senior stakeholders, and coach consultants to build reusable assets for future engagements.

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Capco
Capco
1 day ago

Client Engagement & Support Model Solution Lead

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Last checked: 3 hours agoStatus: Live

Job Summary

Own the end-to-end client engagement and support model during a major client migration, acting as design authority from concept through live running. Define operating model components (service tiering L1/L2/L3), capacity and effort economics, communications architecture, and client journey through each change phase. Maintain traceability from source figures to model output, present and defend the design to senior stakeholders, and coach consultants to build reusable assets for future engagements.
Location: Germany, Berlin, Düsseldorf, Munich
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own the client engagement and support model end to end, including the operating model, L1/L2/L3 service tiering, and the client journey through change.
  • •Act as design authority for the workstream, ensuring consistent methodologies and publishing decisions so delivery teams work from a single view.
  • •Maintain the assumption set and quantitative model with full traceability so every figure presented to clients has a named source.
  • •Design and manage the tooling and platform target state by mapping capabilities to defined use cases and identifying nomination owners for open items.
  • •Present and defend the model to senior client audiences and coach senior consultants and workstream leads on the design approach.

Key Requirements

  • •Proven client engagement and communication leadership experience.
  • •Significant consulting, transformation, or operations change experience in capital markets, including post-trade and client lifecycle/onboarding or client servicing environments.
  • •Track record delivering large, complex programmes in a management consulting firm, including ownership of target operating models and quantitative models.
  • •Ability to engage, advise, influence, and constructively challenge senior client stakeholders while defending a design under scrutiny.
  • •Comfort structuring ambiguous problems independently across distributed stakeholder groups.
Experience:Capital marketsPost-tradeClient onboardingClient servicingClient migrationManagement consultingRegulated environment
Skills:Client communicationStakeholder managementInfluencingDesign thinkingIndependent problem-solvingCoaching
Languages:GermanEnglish
Tech Stack:AI-enabled servicing toolsKnowledge management platformsQuery management systemsClient portals

Company Brief

Capco
Global management and technology consultancy specializing in financial services. Capco advises banks, insurers, and capital markets firms on digital transformation, risk and compliance, technology implementation, and operational improvement, combining industry expertise with advisory and engineering capabilities.
Industry: Management Consulting
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1998
Glassdoor
Glassdoor: 3.7
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