CX Transformation Specialist - Product & Experience

The role

You will help financial institutions transform customer acquisition, engagement, service, and retention. You will design customer-centric strategies, operating models, and experiences using AI and human-centred design.

What you will do

• Lead or support CX transformation engagements across financial services.
• Design customer strategies, service propositions, and operating models.
• Analyse customer journeys, pain points, and operational processes.
• Conduct market, competitor, and customer research.
• Synthesise research into client presentations and business cases.
• Apply customer insights and design thinking to develop products and services.
• Define business requirements and work with technology and design teams.
• Support implementation of digital, CRM, and AI-enabled capabilities.
• Facilitate workshops, stakeholder interviews, and co-creation sessions.
• Contribute to proposals, thought leadership, and business development.

Required qualifications

• 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.
• 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.

Nice to have

• Knowledge of CRM, customer engagement platforms or customer service technologies such as Salesforce, Microsoft Dynamics, ServiceNow, Genesys or NICE
• 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.

Benefits

• Discretionary bonus
• Competitive pension
• Health insurance
• Life insurance and critical illness cover
• Access to CareFirst, Unmind, Aviva consultations and in-house first aiders
• Maternity, adoption, shared parental leave
• Paid leave for sickness, pregnancy loss, fertility treatment, menopause and bereavement
• Eight complimentary backup care sessions for emergency childcare or elder care
• Five weeks of annual leave with the option to buy or sell holiday days
• Minimum 40 hours of training annually, including workshops, certifications and e-learning
• Dedicated Business Coach from day one
• Online GP services

About the company

Capco is a consulting firm with a collaborative, entrepreneurial culture. The Product & Experience practice helps clients shape the future of customer experience through AI, digital innovation and human-centred design.