Digital Transformation and Innovation

Susan Liu

Expert in Customer Engagement, Customer Experience, Retail Banking, Target Operating Model design, UX design

Susan is currently working on a target operating model redesign for a large retail bank, focused around enhancing the customer journey experience for employees. She successfully managed the delivery of a rich picture and employee journeys as part of the operating model redesign.

Susan is an enthusiastic member of the Customer Engagement practice in Capgemini Invent, with a special interest in UX design, prototyping and customer journeys.

Susan completed a secondment at the Capgemini Applied Innovation Exchange (AIE) as an innovation consultant, where she helped clients explore applications of emerging technology through hosting tours, technology discovery workshops and ideation sessions to bring to life the art of the possible.

Through her secondment Susan also facilitated design sprints and is able to bring innovation techniques to her consulting toolkit.

Susan Liu

My experience

Consultant @ Capgemini Invent

Oct 2018 - Present

Associate Consultant @ Capgemini Invent

Sept 2016 - Present

Analyst @ Staffing and Recruiting

Sept 2015 - Jun 2016

Market Access Analyst Intern @ Management Consulting

Nov 2015 - Jan 2016

Latest Publications

Customer Engagement

Technology enablers: The end-to-end success of Singles’ Day

Susan Liu

Like the excitement of waking up on Christmas day, retailers wait in anticipation of Singles’...

Customer Engagement

User experience: The move from complexity to simplicity

Susan Liu

Bad user experience (UX) is like pulling on a door that says push. We’ve all had that head...


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