Director, AI-Driven CX Transformation

Capgemini Invent; Irving (TX); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Paid time off

Medical, dental & vision coverage

Retirement savings plans

Job summary

Capgemini Invent seeks a senior leader to guide Enterprise-level Customer Experience Transformation for a major Energy & Utilities client. You will unite strategy, design, data and change to deliver measurable business value across the customer lifecycle and operating models.

You will partner with executives, shape the transformation agenda, and drive value realization through cross-functional teams, ensuring alignment from strategy to execution. Travel expectations apply.

Qualifications

• 12+ years of relevant experience in contact center technology, customer service transformation, field service or field operations, or technology consulting, including significant responsibility for strategy, architecture, platforms, integration, and delivery.
• A track record leading complex, enterprise-scale transformation in which customer journeys, operating models, processes, technology, data, organization and change had to move together.
• Deep understanding of customer experience as a discipline, including journey and lifecycle management, service design, experience orchestration, measurement and governance.
• Strong business-operations fluency, including workflow redesign, operational effectiveness, organizational design, performance management and continuous improvement.
• Experience developing investment cases, quantifying ROI and cost of inaction, linking experience outcomes to operational and financial measures, and governing benefits realization.
• Demonstrated ability to advise C-suite and senior functional leaders, facilitate difficult decisions and build trust across groups with competing priorities.
• Experience leading multidisciplinary teams and complex programs through ambiguity, from diagnostic and strategy through mobilization and execution.
• Excellent executive communication, storytelling and writing skills, with the judgment to make complex issues clear without oversimplifying them.
• Bachelor’s degree or equivalent professional experience and ability to travel up to [50%] based on client and business needs.

Responsibilities

• Advise and orchestrate at the enterprise level across transformation agendas.
• Serve as a chief-of-staff-style partner when needed, preparing decisions, connecting workstreams, resolving dependencies, surfacing risks and driving commitments to action.
• Build relationships across customer, operations, technology, finance and regulatory stakeholders.
• Create executive narratives, decision materials and governance forums that enable informed decisions and alignment.
• Assess the end-to-end customer lifecycle across digital, voice, messaging, field, billing, payment, outage and service channels.
• Identify journey breakdowns, handoffs, policies, process and data gaps that create friction, repeat demand and avoidable cost.
• Connect NPS, CSAT, customer effort, complaints and trust to their underlying operational drivers.
• Use journey maps, service blueprints and operating-model views to make organizational cause and effect visible.
• Ensure solutions address high-stakes utility moments including service initiation, billing, affordability, outages, emergencies and field service.
• Define the CX vision, target-state journeys and roadmap, translating them into coordinated people, process, policy, data and technology initiatives.
• Design customer operating models, workflows, governance, capabilities, roles and performance systems.
• Assess operational effectiveness across demand, cycle time, first-contact resolution, rework, channel migration, productivity and cost to serve.
• Balance customer outcomes with resilience, affordability, accessibility, regulatory obligations and legacy constraints.
• Lead multidisciplinary frog and Capgemini teams alongside clients, partners and vendors.
• Develop fact-based business cases quantifying ROI and the cost of inaction across revenue, cost, risk, capacity and customer value.
• Link operational indicators to customer outcomes and financial results.
• Establish baselines, benefits owners, governance and value-realization plans to track impact.
• Prioritize high-value interventions and balance near-term improvement with long-term reinvention.
• Position NPS improvement as the result of coordinated journey and operational improvements, not a stand-alone score initiative.
• Identify unmet needs and shape follow-on opportunities using capabilities across frog and Capgemini Invent.
• Contribute to proposals, executive pitches, points of view and account planning while protecting delivery quality and client trust.
• Strengthen frog’s CX Transformation capability through methods, reusable assets, case studies, talent development and thought leadership.
• Coach senior practitioners and integrate strategy, design and operational disciplines into one team.

Education

Bachelor's degree or equivalent professional experience

Job description

Capgemini Invent seeks a senior leader to guide Enterprise-level Customer Experience Transformation for a major Energy & Utilities client. You will unite strategy, design, data and change to deliver measurable business value across the customer lifecycle and operating models.

You will partner with executives, shape the transformation agenda, and drive value realization through cross-functional teams, ensuring alignment from strategy to execution. Travel expectations apply.