About the job you’re considering

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

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.

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.
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 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.

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.

Capgemini. Get The Future You Want.

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 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. 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. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.