Customer Interaction Transformation Consultant

Job Title: Contact Centre Transformation Consultant

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 covering Customer Interaction Operations, Marketing Operations, and Sales Operations. With these, 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.

Hybrid working: 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.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your Role

• Be the lead on client-side projects, owning the delivery of pre-agreed milestones & measures of success.
• Assess current eco-systems (processes, systems, technology) to identify gaps against CX vision and make clear recommendations to address these.
• Utilising your industry knowledge and contact centre expertise, create efficiencies and enhance user and customer experience by optimising processes through eliminating waste and leveraging technology to integrate and automate processes and tasks. Improving C-SAT and reducing cost-to-serve.
• Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs (i.e. introducing new digital channels, knowledge management, automation). Empowering customers to self-serve through personalised services.
• Recognise how clients can further optimise and maximise functionality of their current contact centre solutions (i.e. Zendesk, AWS) – and making recommendations on CCaaS to deliver their requirements.
• Working with DCO GTM team to develop and deliver solutions by responding to client RFI/RFP.

Your skills and experience

• A passion and desire to improve CX and support our clients on their journey.
• Experience improving customer journeys to improve CX outcomes.
• Exceptional contact centre knowledge and expertise, with proven delivery of solutioning in contact centres, with an understanding of the levers for KPI delivery and to enhance desired CX outcomes.
• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot.

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.

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 organisations 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, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Get The Future You Want | www.capgemini.com