Head of CX Transformation Full Time

CapGemini

Overview

• Capgemini’s Intelligent Customer Operations practice takes its inspiration from the lessons of the pandemic. Our vision of customer operations combines a human-digital hybrid that enables the “always on” lifestyle and embodies the spirit of the digital-native customer. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services, to support customer experience outcomes. Within our practice offerings, we cover the customer life cycle of attraction, delight, and retention.
• We create more meaningful and frictionless relationships between our clients, their front-line staff, and their customers. Enhancing Customer Experience with a Digital-First approach, promoting the shift to digital channels through leading process transformation and technology.

About The Role

• As the Head of Digital Transformation, you will be responsible for creating, developing and closing a sales pipeline of customer solutions that support the extensive growth of the Intelligent Customer Operations practice within Capgemini Business Services.
• Leading a team of CX Process Transformation Consultants, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology.

You will:

• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
• Creation of technical and resourcing business cases aligned to client objectives
• Present at SLT sessions on your existing and prospective new client engagements
• Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
• Manage a sales pipeline across the Customer Operations and CX offering
• Create digitally enabled solutions for prospective clients
• Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
• Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients
• Build strong internal and external networks to enable future CX opportunities

Job Responsibilities

• Business Consulting with Professional Service organisation
• Large-scale BPO transformation and/or Professional Services experience
• Experience of solutions for Contact Centres and digital channels
• Ability to create a client proposal utilising various data points available
• Management of CX Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing
• Ability to create Contact Centre/CX solutions that support client objectives
• Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
• Clear understanding of deflection and automation techniques within the Contact Centre and CX space
• Development of the relevant CX solutions for implementation – eg chat bot, conversational AI
• Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
• Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk

WHY CAPGEMINI IS UNIQUE

Benefit from learning for life with Capgemini’s unique and innovative L&D offering. This is driven by our digital learning platform ‘Next’ and our ‘Learning for all’ mind-set

At the Capgemini we offer opportunities to contribute to society, make a difference to the world and help Architects of Positive Futures. Through our sustainability framework Capgemini is at the cutting edge of helping organisations accelerate their net zero and wider sustainability ambitions

GET THE FUTURE YOU WANT

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. Its why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is. Capgemini. Get The Future You Want.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion.