CX Transformation Specialist - Product & Experience

Capco
London
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Analytical thinking","Problem-solving","Stakeholder management","Communication","Presentation skills"]

Help financial services clients transform how they acquire, engage, serve, and retain customers across the end-to-end lifecycle. Lead or support CX transformation engagements spanning banking, insurance, wealth management, capital markets, and payments. Design customer-centric strategies, operating models, and journeys; run customer and market research; apply human-centred design, experimentation, and AI-enabled experiences to develop recommendations, business cases, and proposition roadmaps.

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FursaFursa
Capco
Capco
1 month ago

CX Transformation Specialist - Product & Experience

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Last checked: 2 hours agoStatus: Live

Job Summary

Help financial services clients transform how they acquire, engage, serve, and retain customers across the end-to-end lifecycle. Lead or support CX transformation engagements spanning banking, insurance, wealth management, capital markets, and payments. Design customer-centric strategies, operating models, and journeys; run customer and market research; apply human-centred design, experimentation, and AI-enabled experiences to develop recommendations, business cases, and proposition roadmaps.
Location: London
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Communications, PR & Community

Key Responsibilities

  • •Lead or support CX transformation engagements across banking, insurance, wealth management, capital markets, and payments.
  • •Design customer-centric strategies, service propositions, go-to-market approaches, and future-state operating models.
  • •Analyse customer journeys, pain points, and operational processes to identify opportunities for transformation and optimisation.
  • •Conduct market, competitor, and customer research and translate insights into actionable recommendations and executive materials.
  • •Apply customer insights, human-centred design, experimentation, and AI-enabled capabilities to develop and refine products, propositions, services, and business models.

Pay and Benefits

Perks:Health InsurancePensionLife InsuranceCritical IllnessParental LeaveAnnual Leave

Key Requirements

  • •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 for senior stakeholders.
  • •Knowledge of CRM, customer engagement platforms, or customer service technologies such as Salesforce, Microsoft Dynamics, ServiceNow, Genesys, or NICE is advantageous.
Experience:Financial services
Skills:Analytical thinkingProblem-solvingStakeholder managementCommunicationPresentation skills
Tech Stack:AICRMSalesforceMicrosoft DynamicsServiceNowGenesysNICEDigital transformationMachine-powered experiences

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
WebsiteLinkedIn