Client Engagement & Support Model Solution Lead

The Role

Join Capco as Solution Lead for Client Engagement, working with internal client stakeholders and external counterparties (banks, brokers, asset managers and market infrastructure providers) on the way they engage, onboard, service and support their clients during a major migration phase. The role owns the answer itself: how clients are informed, documented, supported and measured through change, together with the economics that hold the model together and the evidence that it works at the volumes in scope.

What You'll Do

Own the client engagement and support model end to end, covering the operating model, service tiering across L1, L2 and L3, the effort and capacity economics, the communications architecture and the client journey through each phase of change.

Act as design authority for the workstream, giving the final call on solution questions, keeping methodologies, patterns and principles applied consistently across every delivery team, and publishing decisions so everyone works from one view.

Own the assumption set and the numbers behind the model, maintaining full traceability from source figures to model output so that every figure presented to the client carries a named source.

Manage the Design the tooling and platform target state, mapping each capability to a defined use case, with nomination owners named for items that remain open.

Present and defend the model to senior client audiences including design forums, steering and the business owners whose clients the model touches, and rework the design where challenge improves it.

Coach Senior Consultants and workstream leads in the design thinking behind the model, building shared solution ownership and the succession bench for the run phase.

Who We're Looking For

Proven track record of client engagement and communication lead experience.

Significant consulting, transformation or operations change experience in capital markets, with depth in post-trade, client lifecycle, onboarding or client servicing environments.

A design track record on large, complex programmes inside a management consulting firm, including ownership of target operating models and the quantitative models that support them.

Proven ability to engage, advise, influence and constructively challenge senior client stakeholders, and to hold a design position under scrutiny while keeping the relationship strong.

Comfort with structuring ambiguous problems, resolving open points to a named owner and a date, and operating independently across distributed stakeholder groups.

German and English at professional working level.

Experience of client migration, re-papering, remediation or client outreach programmes at a tier one institution.

Familiarity with service tiering, capacity modelling and effort build-up methods for client support operations.

Exposure to AI-enabled servicing tools, knowledge management platforms, query management systems and client portals in a regulated environment.

Previous consulting or advisory experience at Principal Consultant or equivalent level within professional services.

A record of building senior client relationships and contributing to proposition and capability development.

Why Join Capco

Lead the design of client engagement models for leading capital markets institutions.

Work in a collaborative, entrepreneurial consulting culture with an open structure where everyone grows as the firm grows.

Deliver work that stays visible to clients long after the programme closes.