Customer Experience & Digital Transformation Sales (contact centres)

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
You can bring your whole self to work. At Capgemini, stiving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.


• Experience of designing, selling and deploying contact centre solutions and outsourcing services for contact centres
• Experience within commercial modelling and sizing
• Management of a successfully delivered sales pipeline
• Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets
• Ability to create Contact Centre/CX solutions that support client objectives
• Understanding of the latest Technology trends in the Contact Centre and Digital Transformation market
• Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries
• Experience in working on integrated Contact Centre solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey
• Experience improving customer journeys to improve CX outcomes
• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots
• Experience of RFI/RFP processes and effective solution/proposal creation
• Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) advantageous
  
  Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses. And it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you'll build the skills you want. And you'll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is., 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 everyday 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.