Capita
CX Transformation Advisor
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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.
Job Title
CX Transformation Advisor
Job Description
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.
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Key Outcomes
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.
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Key Decision-Making Rights
The CX Transformation Advisor Has Decision-making Responsibility For
- 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.
Core Capabilities
- 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
Role Profile
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
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