At a Glance
- Tasks: Lead transformative projects that enhance customer experience and drive measurable business value.
- Company: Join a leading outsourcer with a focus on innovative solutions and client success.
- Benefits: Enjoy a competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Collaborate with multidisciplinary teams and develop methodologies that shape the future of CX.
- Why this job: Be at the forefront of CX transformation, using cutting-edge technology to make a real impact.
- Qualifications: Experience in CX strategy, transformation, and strong stakeholder engagement skills.
The predicted salary is between 70000 - 90000 £ per year.
Reporting into the Head of CX Strategy & Transformation, as part of the CX Advisory practice, the CX Transformation Advisor is a senior client-facing role responsible for helping organisations translate customer and business ambition into actionable, value-led transformation. Working across customer experience, operations, technology, data and change, the role provides the strategic and commercial bridge between insight, opportunity and execution. It leads client discovery, challenges existing thinking, identifies transformation opportunities and orchestrates multidisciplinary capabilities to turn curiosity into measurable customer and business value.
The role combines trusted advisory, transformation leadership and commercial development, supporting both incremental optimisation and more radical transformation enabled by digital, automation, AI and agentic technologies.
Key Responsibilities- Act as a trusted strategic advisor to senior client stakeholders, helping shape CX and service transformation priorities aligned to customer, operational and commercial outcomes.
- Lead CX discovery and diagnostic activity, bringing together customer insight, operational performance, process intelligence, technology capability and external benchmarking to identify opportunities for transformation.
- Translate strategic ambition into a prioritised transformation portfolio, connecting initiatives to measurable outcomes, benefits, KPIs and business value.
- Identify opportunities across customer journeys, channels, operating models, processes, digital, automation, AI and agentic workflows, balancing experience improvement with efficiency and effectiveness.
- Orchestrate multidisciplinary Advisory squads, bringing together Service Design, Process Engineering, Insight & Analytics and the Intelligence Layer around specific client challenges.
- Use data, intelligence, benchmarking and emerging technology to move Advisory from traditional consulting towards evidence-led, predictive and increasingly continuous transformation.
- Lead client workshops, executive discussions and transformation interventions, translating complexity into clear choices, recommendations and actions.
- Maintain the connection between strategy and execution, ensuring recommendations are feasible, commercially viable and capable of progressing into implementation.
- Provide senior quality assurance across Advisory outputs, ensuring consistency, credibility and clear articulation of customer and business value.
- Develop methodologies, propositions, thought leadership and reusable IP that strengthen our position as an Intelligent Transformation Partner.
- Identify and shape new opportunities within existing and prospective clients, contributing to consulting pipeline, proposals, bids and revenue growth.
- Build strong relationships across internal Product, Technology, Operations, Commercial and Data capabilities, as well as relevant ecosystem partners.
- Capture and reuse learning across engagements to continually strengthen Advisory knowledge, methodologies and transformation intelligence.
- Coach and support other members of the Advisory capability, helping develop the skills and mindset required for the future of CX transformation.
- The CX Transformation Advisor is accountable for helping clients move from: Insight -> Opportunity -> Prioritisation -> Transformation -> Measurable Value.
- Success should be evidenced through:
- Tangible customer and business outcomes from transformation.
- Strong senior client relationships and trusted-advisor status.
- Identification and conversion of new Advisory and transformation opportunities.
- High-quality, actionable transformation recommendations.
- Effective mobilisation of multidisciplinary capabilities around client needs.
- Development and reuse of Advisory IP, insight and methodologies.
- Strong connection between transformation activity, benefits and measurable outcomes.
- Prioritisation and management of their own workload and client commitments.
- Recommended Advisory approach and methodology for assigned engagements.
- Formation and mobilisation of the appropriate multidisciplinary squad around a client challenge.
- Transformation recommendations and prioritisation presented to clients, within agreed governance.
- Quality assurance and readiness of Advisory outputs before senior client presentation.
- Escalation of risks, dependencies or capability gaps that could impact client outcomes.
- CX strategy and transformation
- Customer journey and service transformation
- Operating model design
- Contact centre and digital transformation
- Transformation discovery and diagnosis
- Value and benefits identification
- Digital, automation, AI and agentic transformation
- Data and insight-led decision making
- Executive stakeholder engagement
- Commercial opportunity development
- Transformation portfolio prioritisation
- Multidisciplinary team leadership
- Facilitation and storytelling
- Consulting methodology and thought leadership
A senior transformation practitioner with broad experience across CX, operations, digital and technology-enabled change, capable of operating comfortably from executive strategy through to transformation mobilisation. The individual should combine strong commercial and consulting judgement with intellectual curiosity and a practical bias towards action, able to challenge, connect and simplify, while bringing together the right people, data and technology to turn customer and business problems into measurable transformation opportunities.
Location: London, United Kingdom
Time Type: Full time
Contract Type: Permanent
CX Transformation Advisor in City of Westminster employer: Capita
Capita's Gas Safe Register is an exceptional employer, offering a supportive work culture that prioritises safety and employee well-being. With competitive benefits including a company car, generous holiday allowance, and opportunities for community engagement through volunteering, employees are encouraged to grow both personally and professionally in the vibrant Colchester area. The commitment to diversity and inclusion further enhances the workplace environment, making it a rewarding place for gas professionals to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land CX Transformation Advisor in City of Westminster
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like CX Transformation Advisor at Capita!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Capita or be willing to refer you for that CX Transformation Advisor position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Capita who’s on the lookout for their next CX Transformation Advisor star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time CX Transformation Advisor role at Capita!
We think you need these skills to ace CX Transformation Advisor in City of Westminster
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Capita. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Capita
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Capita. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
