CX Transformation Specialist - Product & Experience

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 se…