Short Description

As a Customer Experience & Digital Transformation Sales Leader, you will be responsible for creating, developing and closing a sales pipeline of customer solutions that support the extensive growth of the Intelligent Customer Operations Practice within Business Services

Qualifications

Experience of solutions for Contact Centres

Experience within commercial modelling and sizing

Management of a successfully delivered sales pipeline

Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets

Ability to create Contact Centre/CX solutions that support client objectives

Understanding of the latest Technology trends in the Contact Centre and Digital Transformation market

Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI

Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries

Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality

Process Improvement methodologies

Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots

Experience of RFI/RFP processes and effective solution/proposal creation

Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) is a plus

Job Responsibilities

Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients)

Consult with internal stakeholders across industry verticals to engage with existing and new clients

Develop customer operations solutions through collaborating with other areas and expertise across Capgemini

Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs

Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies

Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes

Optimise processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve)

Assist clients in optimising their workforce and skill sets to meet service levels and changing demand periods

Recommend a Rightshore model that enables positive customer experiences and cost model

Create technology recommendations for clients to increase their digital strategies

Creating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market

Competencies and Skills Service & DeliveryBusiness LeadershipNegotiatingProcess Management