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Customer Experience
2 months ago
Capgemini's Intelligent Customer Operations practice is focused on the design, build, and operation of clients' Customer Operations and Contact Centres. This includes:
- Best-in-class customer journey design and implementation.
- Design of digitally enabled operating models and contact strategies.
- Contact Centre and CRM technology deployment.
- Data and insight-led approaches to improve future CX outcomes.
- Running and transformation BPO contact centre operations.
Your Role
As a Customer Experience & Digital Transformation Sales Leader, 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 Business Services. You will:
- Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients).
- Consult with internal stakeholders across industry verticals to engage with existing and new clients.
- Develop customer operations solutions through collaborating with other areas and expertise across Capgemini.
- Support clients in creating and implementing industry-leading Digital-First Omni-Channel CX strategies to meet customer & client needs.
- Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies.
- Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes.
- Optimise processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve).
- Assist clients in optimising their workforce and skill sets to meet service levels and changing demand periods.
- Recommend a outsourcing model that enables positive customer experiences and cost model.
- Create technology recommendations for clients to increase their digital strategies.
- Creating winning proposals for response to RFI's/RFP's in the Customer Operations and Contact Centre market.
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 every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 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, fuelled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms. The Group reported in 2022 global revenues of €22 billion.
