Contact Centre Transformation Expert

3 weeks ago

London, Greater London, United Kingdom Capgemini Full time
About the Role

As a Transformation Consultant at Capgemini, you will play a key role in helping our clients achieve their Customer Experience (CX) vision and strategy. You will work closely with clients across various industries, assessing their current ecosystems and identifying areas for improvement.

Key Responsibilities
  • Lead client-side projects, delivering pre-agreed milestones and measures of success.
  • Assess current processes, systems, and technology to identify gaps against CX vision and provide recommendations for improvement.
  • Utilise industry knowledge and contact centre expertise to create efficiencies and enhance user and customer experience by optimising processes and leveraging technology.
  • Support clients in creating and implementing industry-leading Digital-First Omni-Channel CX strategies to meet customer and client needs.
  • Recognise opportunities to optimise and maximise functionality of current contact centre solutions and make recommendations on CCaaS to deliver client requirements.
Why Capgemini?

At Capgemini, we help organisations accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. As a Transformation Consultant, you will be part of a team that leverages strengths from strategy and design to engineering, all fuelled by market-leading capabilities in AI, cloud, and data, combined with deep industry expertise and a partner ecosystem.

About Capgemini

Capgemini is a global business and technology transformation partner with a strong over 55-year heritage. We are trusted by our clients to unlock the value of technology to address the entire breadth of their business needs. Our end-to-end services and solutions are designed to deliver tangible impact for enterprises and society.

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