Customer Experience Manager

As the digital innovation, consulting, and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. Located in more than 30 offices worldwide and 37 creative studios around the world, its 10,000+ strong team member combines strategy, technology, data science, and creative design with deep industry expertise and insights, to develop new digital solutions and business models of the future.

Capgemini Invent is an integral part of Capgemini, a global leader in consulting, digital transformation, technology, and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital, and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270.000 team members in 40+ countries.

THE BUSINESS UNIT

Frog Customer First is the capability unit within Invent that partner with customer-centric enterprises to drive sustainable growth, by creating and orchestrating experiences at scale and harnessing the power of data and technology. More than 2.000 people are globally active in the unit with a focus on Innovation, Strategy & Design, Brand & Content, Customer Transformation and Data & Analytics. Within the frog Customer First – Customer Transformation team works with clients to transform the digital capabilities for the organization, elevate Sales and Services offerings to meet the evolving customer needs through tailored solutions that increase Customer Satisfaction using right mix of strategy, design, data and technology for sustainable growth and profitability.

What will be the day-to-day responsibilities of the job holder?

· Contribute being part of Customer transformation team undertaking Customer and strategy domain-related projects, finding solutions to create unique and authentic customer experiences. Design CX Strategy, Target operating model design and Business process reengineering. Deliver consulting engagements involving strategic planning, business model design, competitive benchmarking, transformation roadmap etc. across sectors

· Benchmark and develop the CX To-be journey maps, personas, communication plan, initiatives and roadmap, Experience prototyping, Journey automation etc. Identify pain points, gaps, and areas for improvement and propose the to-be state. Leverage business experience and acumen in identifying strategic alternatives and project approach to client questions.

· Conduct thorough assessments of clients' existing systems, processes, and customer engagement methods. Develop and visualize scenarios for the client problem, create a compelling storyline and recommend the best way forward. Carry out CX assessment and quantify the CX score and identify a list of initiatives to improve the CX score at an organizational level.

· Establish customer experience tracking and measuring metrics such as CSAT, NPS and CES

· Develop data-driven approaches to segmenting customers and tailoring personalized strategies. Streamline and optimize customer processes to enhance efficiency in managing customer interactions and data.

· Designing, developing, and implementing plans on Sales Transformation solutions for the B2B/B2C Business across scope of sales strategy and sales operations, sales operating model design, channel strategy and design, channel partner management, Route-to-Market (RTM) Strategy, Optimization & implementation, sales force effectiveness, business process optimization, and business case development

· Work on analyzing client data and processes to understand gaps, in the current state processes to help improve client processes as part of future state recommendations.

· Work on Market entry strategy development, Product launch strategy, Economics of Selling, Optimizing Return on Sales/ Channel Spends, Channel mix assessment and strategy, Sales channel optimization, Process Assessment & Improvisation, Sales Data Analysis, Marketing Planning, Assessment & Sales Enhancement Strategy.

· Analyze Client’s business and make recommendations on strategy, initiatives for front-end transformation. Evaluate digital commerce operations, strategize and identify digital and customer strategies for omni-channel commerce initiatives. Work closely with client teams to facilitate the adoption of proposed strategies and processes.

· Maintain open and clear communication with clients throughout the consulting engagement.

· Develop solutions for client problems application of personal experience and standard methods and tools. Present findings, recommendations, and progress updates to client stakeholders and senior management.

· Stay updated with industry trends, emerging technologies, and best practices related to CRM and customer engagement.

· Develop assets and methodologies, point-of-view, research or white papers, development of marketing collateral, and publications in industry periodicals.

What are the skills/ competencies preferred for this role?

· Enjoys combining technological understanding, strategic analysis, and agile project approaches.

· Ability to research and analyze Industry reports, Capgemini PoV/White Papers, and industry best practices them for solving Client problem.

· Degree from a premier institution with business, technical or information technology orientation

· In-depth understanding and experience of

o Sales and marketing measurement

o Customer Relationship Management

o Customer Journeys and Lifecycle

o Loyalty and retention

o Functional understanding of CRM, E-Commerce, and Marketing Tech Stack such as Salesforce, Adobe etc

· Demonstrate high reliability, team spirit and a cultural fit for a leading global consulting firm.

· Strong communication, presentation, and moderation skills

· Strong MS Office skills (Word, Excel, PowerPoint)

Capgemini is a global business and technology transformation partner, helping organizations 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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.