# CX Transformation Specialist - Product & Experience at Capco

> United Kingdom · Unspecified · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Acapco%3A8088975 (read 2026-11-04).

## Facts (observed)

- Company: [Capco](https://alderhq.app/companies/capco)
- Location text: UK - London; UK - London
- Where it can be done from (inferred): United Kingdom (evidence: "Location: UK - London; UK - London")
- Posted: 2026-07-27 (100 days ago)
- First seen by alder: 2026-11-03 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/capco/jobs/8088975

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (London, n 1528): p25 £53k, median £60k, p75 £74k

## Description (the employer's text)

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 service innovation.
- Familiarity with Design Thinking, Jobs to Be Done, Lean Startup or other innovation frameworks.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Acapco%3A8088975 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.