CRM Transformation Lead: ServiceNow & AI-Driven Growth

Capgemini Invent; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Capgemini Invent in the UK seeks a Managing Consultant to join the AI & Digital Acceleration team, specializing in CRM transformation and customer experience optimisation. You will help sell and deliver ServiceNow-enabled customer and revenue transformation programmes, shaping the Enterprise operating models for leading clients.

With 10–15 years of consulting experience, you will lead multi-disciplinary delivery, mentor teams and contribute to market-facing initiatives while driving business

Qualifications

• Proven experience in customer transformation, CRM or service transformation consulting (10–15 years).
• Strong understanding of customer-facing operating models and workflow platforms.
• Experience delivering digital transformation programmes.

Responsibilities

• Define customer operations and revenue transformation strategies leveraging ServiceNow.
• Translate business requirements into workflow-enabled operating models.
• Lead delivery of end-to-end transformation programmes with governance.
• Contribute to proposals, RFPs and client pitches focused on customer and revenue transformation.
• Support development of Customer Workflow offerings and accelerators.

Skills

CRM transformation

Customer transformation

CX transformation

Leadership & stakeholder mgmt

Business value realisation

Tools

ServiceNow

CRM ecosystems

AI-enabled workflows

Job description

Capgemini Invent in the UK seeks a Managing Consultant to join the AI & Digital Acceleration team, specializing in CRM transformation and customer experience optimisation. You will help sell and deliver ServiceNow-enabled customer and revenue transformation programmes, shaping the Enterprise operating models for leading clients.

With 10–15 years of consulting experience, you will lead multi-disciplinary delivery, mentor teams and contribute to market-facing initiatives while driving business