CX Transformation Specialist - Product & Experience
Core
Lead customer experience (CX) transformation engagements for financial institutions by designing strategies, operating models, and customer journeys.
Role type
Senior IC strategy consultant (CX transformation)
Builds
Customer-centric strategies, service propositions, go-to-market approaches, and future-state operating models for financial services clients.
Domain
Financial services (banking, insurance, wealth management, capital markets, payments)
Deliverable
product features
Required skills
Customer journey mapping, service design, market and competitor research, human-centred design, experimentation techniques, stakeholder management, business case development, CRM platform knowledge, AI-enabled experience design
Preferred skills
Consulting experience in regulated industries, product launch support, thought leadership, Voice of Customer programmes, Design Thinking, Jobs to Be Done, Lean Startup
Technologies
Salesforce, Microsoft Dynamics, ServiceNow, Genesys, NICE
Responsibilities
Design customer strategies and service propositions; analyse customer journeys and operational processes; conduct market and competitor research; synthesize insights into executive recommendations; facilitate workshops and co-creation sessions; support implementation of digital and AI-enabled capabilities; contribute to business development initiatives.
Seniority
Senior, hands-on IC