CX Transformation Lead: AI-Powered Customer Experience

Capco; Greater London; Hybrid; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

Pension plan

Life insurance

Critical illness cover

CareFirst/Unmind access

Job summary

Capco is recruiting a CX Transformation Specialist for its Product & Experience practice in London. You will shape customer strategies and operating models, collaborating with senior stakeholders to deliver AI-powered, customer-centric transformations across banking, insurance and payments.

You will design journeys, conduct research, and translate insights into strategic recommendations while working in a cross-disciplinary team in a hybrid environment.

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.

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 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.
• Synthesize qualitative and quantitative research into client presentations, business cases and executive-level recommendations.
• 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 collaborate 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 priorities.
• Contribute to proposals, thought leadership, proposition development and business development initiatives.

Skills

Customer journey mapping

Service design

Agile delivery

Stakeholder management

Communication & presentation

AI-enabled customer experiences

Market research

Transformation methodologies

Go-to-market strategy

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Genesys

NICE

Job description

Capco is recruiting a CX Transformation Specialist for its Product & Experience practice in London. You will shape customer strategies and operating models, collaborating with senior stakeholders to deliver AI-powered, customer-centric transformations across banking, insurance and payments.

You will design journeys, conduct research, and translate insights into strategic recommendations while working in a cross-disciplinary team in a hybrid environment.