CX Transformation Specialist – Product & Experience

Overview

In this role, you will help financial services clients reimagine customer experiences through strategy, design and AI-driven transformation. You’ll shape customer-centric strategies, operating models and journeys across the end-to-end lifecycle, collaborating with senior stakeholders and multidisciplinary teams. Your work will cover new propositions, journey redesigns and AI-enabled experiences to deliver measurable business and customer outcomes. This is a chance to influence how clients acquire, serve and retain customers while contributing to Capco’s Product & Experience practice.

Pay / Benefits

• Discretionary bonus
• competitive pension
• health insurance
• life insurance
• critical illness cover
• Mental Health support (CareFirst, Unmind)

Responsibilities

• 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
• Analyze journeys and processes to identify transformation opportunities
• Conduct market, competitor and customer research to uncover trends and growth opportunities
• Synthesize research into client presentations, business cases and executive recommendations
• Apply human-centered design and experimentation to develop and refine products, propositions and services
• Define business requirements and collaborate with business, technology, product and design teams
• Support the implementation of digital, CRM and AI-enabled customer capabilities
• Facilitate workshops and stakeholder interviews to align teams on customer outcomes
• Contribute to proposals, thought leadership and business development initiatives

Key requirements

• Experience delivering customer experience or digital transformation in financial services
• Experience developing customer strategies or operating models
• Strong understanding of customer journey mapping and service design
• Experience researching customers, markets and competitors and translating insights for senior stakeholders
• Experience applying design thinking or experimentation to shape products or services
• Knowledge of CRM or customer service technologies (Salesforce, Microsoft Dynamics, ServiceNow, Genesys, NICE) is advantageous
• Understanding of AI-enabled customer experiences and intelligent automation
• Strong analytical, problem-solving and stakeholder management skills
• Excellent communication and presentation skills with ability to influence senior stakeholders
• Experience working in Agile or multidisciplinary delivery environments

• strong communication
• stakeholder management
• collaboration
• CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, Genesys, NICE)
• AI-enabled customer experiences
• design thinking

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