Senior ServiceNow CRM Transformation Lead

Capgemini Invent

Manchester

Hybrid

GBP 110,000 - 150,000

Full time

14 days+

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Job summary

Capgemini Invent, a leading global technology and transformation partner, seeks a Managing Consultant for CRM Transformation. Based in the UK, you will drive customer operations and revenue transformation using ServiceNow, CRM ecosystems, and AI-enabled workflows.

The role focuses on delivering end-to-end transformation programs across business and technology teams. You will lead client delivery, advisory, solution design, and business development, shaping customer journeys and value

Qualifications

10–15 years in customer transformation, CRM or service transformation consulting.
Strong understanding of customer-facing operating models & workflow platforms.
Experience delivering digital transformation programmes.
Experience with ServiceNow CRM capabilities (CSM/FSM) and CRM ecosystems.
Ability to translate technology solutions into measurable business outcomes.

Responsibilities

Define customer operations and revenue transformation strategies leveraging ServiceNow.
Advise senior stakeholders on customer experience transformation and revenue operations optimisation.
Design and support implementation of AI-enabled workflows and data architectures for CRM solutions.
Contribute to end-to-end transformation delivery, including governance and best practices.
Support development of Customer Workflow offerings and accelerators.