Director, FS Service & CRM Transformation

Idean UK; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Capgemini Invent’s frog seeks a Director to drive Customer Experience Transformation in financial services, focusing on Service and CRM. This is a senior leadership role for an experienced consultant with deep capability in digital and operational transformation, delivering exceptional end-to-end experiences for customers and frontline colleagues.

You will shape Service & CRM Transformation programmes for leading FS organisations, particularly insurance and retail banking, leveraging your

Qualifications

• Senior leadership experience in large-scale transformation programmes.
• Deep FS sector expertise, esp. Insurance and retail banking.
• Proven track record delivering end-to-end customer experiences.
• Strong network and industry relationships.
• Ability to shape proposals and drive new business.

Responsibilities

• Lead and grow frog’s Service Transformation across FS clients.
• Develop transformation strategies aligned with efficiency and CRM goals.
• Oversee large programmes from inception to implementation.
• Lead business development and bid responses.
• Build trusted advisor relationships with senior client stakeholders.
• Inspire andcoach high-performing teams.
• Maintain external presence through thought leadership and speaking engagements.

Skills

Consulting

FS industry knowledge

CRM & CCaaS

Thought leadership

Stakeholder management

Business development

Network in insurance sector

Tools

Salesforce

Microsoft Dynamics

Google Dialogflow

Nice

Genesys

Job description

Capgemini Invent’s frog seeks a Director to drive Customer Experience Transformation in financial services, focusing on Service and CRM. This is a senior leadership role for an experienced consultant with deep capability in digital and operational transformation, delivering exceptional end-to-end experiences for customers and frontline colleagues.

You will shape Service & CRM Transformation programmes for leading FS organisations, particularly insurance and retail banking, leveraging your