Capgemini’s Intelligent Customer Operations practice takes its inspiration from the lessons of the pandemic. Our vision of customer operations combines a human-digital hybrid that enables the “always on” lifestyle and embodies the spirit of the digital-native customer. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services, to support customer experience outcomes. Within our practice offerings, we cover the customer lifecycle of attraction, delight, and retention.
We create more meaningful and frictionless relationships between our clients, their front-line staff, and their customers. Enhancing Customer Experience with a Digital-First approach, promoting the shift to digital channels through leading process transformation and technology.
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
Your Role
* Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
* Creation of technical and resourcing business cases aligned to client objectives
* Present at SLT sessions on your existing and prospective new client engagements
* Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
* Develop and deliver solutions by responding to client RFI/RFP’s where Digital Transformation opportunities are present
Your skills and experience
* Business Consulting with Professional Service organisation
* Large-scale BPO transformation and/or Professional Services experience
* Experience of solutions for Contact Centres and digital channels
* Ability to create a client proposal utilising various data points available
* Management of CX Consultants or Process Transformation/Improvement team
* Ability to create Contact Centre/CX solutions that support client objectives
* Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
* Clear understanding of deflection and automation techniques within the Contact Centre and CX space
* Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI
* Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
* Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
Your 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.
What does ‘Get The Future You Want' mean for you?
You’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
Why you should consider Capgemini
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.
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. It is a responsible and diverse group of 340,000 team members in more than 50 countries.
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