Head of Digital Transformation

1 month ago

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

Capgemini's Intelligent Customer Operations practice is seeking a seasoned professional to lead our digital transformation efforts. As a key member of our team, you will be responsible for driving innovation and excellence in customer operations, leveraging cutting-edge technologies to deliver end-to-end services and enhance customer experiences.

Key Responsibilities
  • Assess existing processes and technology to identify opportunities for digital transformation and implement new CX methodologies with client stakeholders.
  • Develop and deliver complex business solutions that include digital platform technologies and Intelligent Automation.
  • Present at senior leadership sessions on existing and prospective new client engagements.
  • Design, plan, and develop business cases aligned to client objectives.
  • Develop and deliver solutions by responding to client RFI/RFP's where digital transformation opportunities are present.
Requirements
  • Business consulting experience with a professional services organization.
  • Large-scale BPO transformation and/or professional services experience.
  • Experience of solutions for contact centers and digital channels.
  • Ability to create client proposals utilizing various data points available.
  • Management 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.
  • Development of relevant CX solutions for implementation, such as chatbots and conversational AI.
  • Experience in handling different kinds of contact center processes, including inbound, outbound, sales, and marketing campaigns.
  • Experience in working on integrated contact center environments consisting of technology for delivery and service management, WFM, 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.

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