Process Transformation Consultant

THE JOB ON OFFER

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 life cycle 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.

YOUR ROLE

Our Transformation Consultants work directly with our current & potential clients across a range of industries, supporting them in realising their CX Vision and Strategy:

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 center 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 (ie introducing new digital channels, knowledge management, automation). Empowering customers to self-serve through personalised services
Assist clients in optimising their workforce and skill sets to meet service levels and changing demands
Recognise how clients can further optimise and maximise functionality of their current contact center solutions (ie Zendesk, AWS) - and making recommendations on CCaaS to deliver their requirements
Have expert knowledge of Capgemini's proprietary offerings & partners solutions to create end to end solution recommendations (Reporting, WFM, Quality Assurance, Automation and L&D)
Working with DCO GTM team to develop and deliver solutions by responding to client RFI/RFP

YOUR PROFILE

A passion and desire to improve CX and support our clients on their journey
Experience improving customer journeys to improve CX outcomes
Exceptional contact center knowledge and expertise, with proven delivery of solutioning in contact centers, with an understanding of the levers for KPI delivery and to enhance desired CX outcomes
Cross-sector industry experience is advantageous, ie Telco/Retail/Utilities/FS
Contact Center operational knowledge
Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
Experience of RFI/RFP would be good - not essential
Working knowledge of contact centers solutions (ie Zendesk/AWS/Genesys Cloud) advantageous

WHY CAPGEMINI IS UNIQUE

* Benefit from learning for life with Capgemini's unique and innovative L&D offering. This is driven by our digital learning platform 'Next' and our 'Learning for all' mindset
* At the Capgemini we offer opportunities to contribute to society, make a difference to the world and help Architects of Positive Futures. Through our sustainability framework Capgemini is at the cutting edge of helping organisations accelerate their net zero and wider sustainability ambitions

GET THE FUTURE YOU WANT

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. Capgemini. Get The Future You Want.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion.