At a Glance
- Tasks: Transform customer experiences for leading financial institutions using strategy, innovation, and AI.
- Company: Join Capco, a dynamic consulting firm focused on product and experience transformation.
- Benefits: Enjoy competitive pay, health insurance, flexible holidays, and continuous learning opportunities.
- Other info: Embrace a culture that values individuality and collaboration, with excellent career growth potential.
- Why this job: Shape the future of customer experience while working with cutting-edge technology and talented teams.
- Qualifications: Experience in customer experience or digital transformation within financial services is preferred.
The predicted salary is between 60000 - 75000 £ per year.
Help leading financial institutions reimagine customer experiences through strategy, innovation, AI and transformation.
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 and 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.
Why Join Capco
- Deliver high-impact customer transformation programmes for leading financial services organisations.
- Help clients shape the future of customer experience through AI, digital innovation and human-centred design.
- Work in a collaborative, entrepreneurial consulting culture alongside experts in strategy, product, design, engineering and data.
- Contribute to innovative propositions, thought leadership and the continued growth of Capco’s Product & Experience practice.
- Access continuous learning, training and industry certifications while accelerating your consulting career.
Core Benefits: Discretionary bonus, competitive pension, health insurance, life insurance and critical illness cover.
Mental Health: Easy access to CareFirst, Unmind, Aviva consultations and in-house first aiders.
Family-Friendly: Maternity, adoption, shared parental leave, plus paid leave for sickness, pregnancy loss, fertility treatment, menopause and bereavement.
Family Care: Eight complimentary backup care sessions for emergency childcare or elder care.
Holiday Flexibility: Five weeks of annual leave with the option to buy or sell holiday days based on your needs.
Continuous Learning: Minimum 40 hours of training annually, including workshops, certifications and e-learning, supported by a dedicated Business Coach from day one.
Extra Perks: Wellhub (Gympass), travel insurance, Tastecard, season ticket loans, Cycle to Work and dental insurance.
Inclusion at Capco
We’re committed to making our recruitment process accessible and straightforward for everyone. If you need any adjustments at any stage, just let us know and we’ll be happy to help. We value each person’s unique perspective and contribution. At Capco, we believe that being yourself is your greatest strength. Our #BeYourselfAtWork culture encourages individuality and collaboration and shapes how we work with clients and each other every day.
CX Transformation Specialist employer: Capco
Capco is an excellent employer for those looking to make a significant impact in the banking sector, particularly in London where innovation meets tradition. With a strong focus on employee growth through professional training and a supportive work culture that values collaboration and stakeholder engagement, Capco ensures that its team members are well-equipped to lead transformative projects. The hybrid working model further enhances work-life balance, making it an attractive place for professionals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land CX Transformation Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Transformation Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capco:Your cover letter is your chance to shine! Tell us why you want to work at Capco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capco!
How to prepare for a job interview at Capco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
