Head of Digital Transformation

3 weeks ago

Glasgow, Glasgow City, United Kingdom Capgemini Full time
About the Job

Capgemini's Intelligent Customer Operations practice is inspired by the lessons of the pandemic. Our vision combines human and digital elements to enable an "always on" lifestyle, reflecting the spirit of the digital-native customer. We prioritize the customer experience, crafting three offers that integrate humans and machines to deliver end-to-end services. Our practice covers the customer lifecycle of attraction, delight, and retention.

We create meaningful and frictionless relationships between clients, front-line staff, and customers. By enhancing customer experience with a digital-first approach, we promote the shift to digital channels through leading process transformation and technology.

Your Role
  • Assess existing processes and technology to identify opportunities for implementing new CX methodologies with client stakeholders.
  • Create technical and resourcing business cases aligned to client objectives.
  • Present at SLT sessions on existing and prospective new client engagements.
  • Design, plan, and develop complex business solutions incorporating digital platform technologies and Intelligent Automation.
  • Develop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present.
Requirements
  • Business consulting experience with a Professional Service organization.
  • Large-scale BPO transformation and/or Professional Services experience.
  • Experience with solutions for Contact Centres and digital channels.
  • Ability to create client proposals utilizing various data points.
  • Management of CX Consultants or Process Transformation/Improvement teams.
  • Ability to create Contact Centre/CX solutions supporting 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 relevant CX solutions for implementation, such as chatbots and conversational AI.
  • Experience handling different Contact Centre processes, including inbound, outbound, sales & marketing campaigns, employee queries, and customer support desks.
  • Experience working on integrated Contact Centre environments with technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics, and Quality.
Security Clearance

To be successfully appointed, you will need to undergo Baseline Personnel Security Standard checks. There are no nationality or residency restrictions, although further checks may be required if you have resided outside the UK within the last 3 years.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. With a strong 55-year heritage, Capgemini is trusted by clients to unlock the value of technology to address their entire breadth of business needs.

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