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Matt Wallaert
Matt Wallaert
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Customer Experience & Digital Transformation Sales (contact centres)



Customer Service, Sales & Business Development
United Kingdom
Posted on Monday, July 8, 2024

About the job you're considering

Capgemini’s Intelligent Customer Operations practice is focused on the design, build and operate across clients’ Customer Operations and Contact Centres. This includes:

  • Best-in-class customer journey design and implementation.
  • Design of digitally enabled operating models and contact strategies.
  • Contact Centre and CRM technology deployment.
  • Data and insight-led approaches to improve future CX outcomes.
  • Running and transformation BPO contact centre operations

Your role

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

Your skills and experience

  • 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

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.
There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

What does 'Get the future you want' mean to you?

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

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. 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.

About Capgemini

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.