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.
* Experience improving customer journeys to improve CX outcomes
* Experience of RFI/RFP processes and effective solution/proposal creation.
* Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CCAI/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 checks 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.
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