Digital Transformation Leader

4 weeks ago


Glasgow, Glasgow City, United Kingdom Capgemini Full time

About the Role

Capgemini's Intelligent Customer Operations practice is driven by the lessons of the pandemic. Our vision combines human and digital elements to enable the "always on" lifestyle and embodies the spirit of the digital-native customer. We focus on customer experience outcomes, integrating humans and machines to deliver end-to-end services. Our practice offerings cover the customer lifecycle of attraction, delight, and retention.

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

The places you work from will vary according to your role, needs, and the business. It will be a blend of Company offices, client sites, and your home. You will not work from home 100% of the time.

Your Responsibilities

  • Assess existing processes and technology to identify opportunities for new CX methodologies with client stakeholders.
  • Create technical and resourcing business cases aligned to client objectives.
  • Present at SLT sessions on existing and prospective client engagements.
  • Design, plan, and develop complex business solutions with digital platform technologies and Intelligent Automation.
  • Develop and deliver solutions responding to client RFI/RFPs with Digital Transformation opportunities.

Your Skills and Experience

  • Business consulting 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 using 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 Contact Centres and Digital Transformation markets.
  • Clear understanding of deflection and automation techniques within Contact Centres and CX spaces.
  • Development of relevant CX solutions for implementation, e.g., chatbots, conversational AI.
  • Experience handling different Contact Centre processes, such as 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.

Your 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. We are a responsible and diverse group of 340,000 team members in more than 50 countries. With our strong 55-year heritage, we are trusted by our clients to unlock the value of technology to address their entire breadth of business needs. We deliver end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by our market-leading capabilities in AI, cloud, and data, combined with our deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.



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