Head of Customer Experience Consulting

Head of Customer Experience Consulting – Innovation & Design

Joining Capco means joining an organisation that is committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, is critical to success. It’s important to us that we recruit and develop as diverse a range of talent as we can and we believe that everyone brings something different to the table – so we’d love to know what makes you different. Such differences may mean we need to make changes to our process to allow you the best possible platform to succeed, and we are happy to cater to any reasonable adjustments you may require. You will find the section to let us know of these at the bottom of your application form or you can mention it directly to your recruiter at any stage and they will be happy to help.

About Capco

Capco is a global technology and business consultancy focused on the Financial Services sector. Capco’s Innovation & Design practice defines customer strategy and translates that in to action, creating the experiences that will shape the future of Financial Services.

We are/have:

• Experts in Customer Experience able to define enterprise level customer strategy and lead large scale Customer Experience transformation
• Deep knowledge in in Banking & Payments, Capital Markets, Insurance and Wealth & Asset Management
• Committed to growing our business and hiring the best talent to help us get there.
• Focused on maintaining our nimble, agile and entrepreneurial culture

Role Description

We are currently looking for a Head of Customer Experience consulting at Managing Principal level to play a leading role in building and growing our Innovation & Design practice at Capco. The role will involve identifying, winning and delivering customer-centric transformation engagements to leading Financial Services clients in the UK, with a particular focus on establishing Capco as a leading end-to-end experience transformation provider.

• You will develop propositions focussed on experience transformation and raise awareness of these across Capco and with clients.
• Identify opportunities for Innovation & Design offerings with existing and new clients.
• Play a key role in leading and developing the talent within the Innovation & Design practice.
• You will shape responses to RFPs ensuring the customer focus plays a prominent role.
• You will regularly meet with clients to understand their needs and raise awareness of our Innovation & Design capability offerings.

Necessary Experience/Skills:

• A track record within Consulting of successfully breaking into, developing and managing profitable client accounts with Financial Services clients in the UK
• An established credibility within the customer space and the ability to work across the lifecycle of customer transformation
• A strong network within the top-tier FS institutions in the UK
• A track record and/or ambition to be a part of growing and playing a leadership role in a customer consulting practice
• Strong leadership skills and ambitions to motivate, mentor and excite teams on both client and Capco sides.
• An innovative mindset and ability to work across the broader capabilities in Capco.

Why join Capco?

You will work on engaging projects with some of the largest banks in the world, on projects that will transform the financial services industry.

We offer: 

• A work culture focused on innovation and building lasting value for our clients and employees
• Ongoing learning opportunities to help you acquire new skills or deepen existing expertise
• A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients
• A diverse, inclusive, meritocratic culture
• Enhanced and competitive family friendly benefits, including maternity / adoption / shared parental leave and paid leave for sickness, pregnancy loss, fertility treatment, menopause and bereavement