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Head of Digital Transformation and Innovation
2 months ago
About the Role
Capgemini's Intelligent Customer Operations practice is at the forefront of digital transformation, leveraging the lessons of the pandemic to create a human-digital hybrid that enables the 'always on' lifestyle. Our vision combines the best of both worlds to deliver end-to-end services that support customer experience outcomes.
Key Responsibilities
- Assess existing processes and technology to identify opportunities for the implementation of new customer experience methodologies with client stakeholders.
- Develop and deliver business cases aligned to client objectives, incorporating digital platform technologies and intelligent automation.
- Present at senior leadership team sessions on existing and prospective client engagements.
- Design, plan, and develop complex business solutions that integrate digital platform technologies and intelligent automation.
- Develop and deliver solutions in response to client requests for information (RFI) and requests for proposal (RFP), focusing on digital transformation opportunities.
About You
We're looking for a seasoned professional with a strong background in business consulting, large-scale business process outsourcing (BPO) transformation, and professional services experience. You should have a deep understanding of solutions for contact centers and digital channels, as well as the ability to create client proposals utilizing various data points.
Requirements
- Business consulting experience with a professional services organization.
- Large-scale BPO transformation and/or professional services experience.
- Experience with solutions for contact centers and digital channels.
- Ability to create client proposals utilizing various data points.
- Management experience of CX consultants or process transformation/improvement teams.
- Ability to create contact center/CX solutions that support client objectives.
- Understanding of the latest technology trends in the contact center and digital transformation markets.
- Clear understanding of deflection and automation techniques within the contact center and CX space.
- Experience in handling different types of contact center processes, including inbound, outbound, sales, and marketing campaigns.
- Experience working in integrated contact center environments that include technology for delivery and service management, workforce management, learning, reporting and analytics, and quality.
Security Clearance
To be successfully appointed to this role, you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.
