Contact Centre and CRM technology deployment.Data and insight-led approaches to improve future CX outcomes.Running and transformation BPO contact centre operationsYour roleAs 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. You will: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 clientsDevelop customer operations solutions through collaborating with other areas and expertise across CapgeminiSupport clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needsAssess existing processes and technology to identify opportunities for the implementation of new CX methodologiesUtilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomesOptimise 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 periodsRecommend a outsourcing model that enables positive customer experiences and cost modelCreate technology recommendations for clients to increase their digital strategiesCreating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market 

A passion and desire to improve CX and support clients on their journeyExperience improving customer journeys to improve CX outcomesKnowledge of simple automation principles; call deflection, webchat, conversational AI, chat botsExperience of RFI/RFP processes and effective solution/proposal creation

Experience of designing, selling and deploying contact centre solutions and outsourcing services for contact centresExperience within commercial modelling and sizingManagement of a successfully delivered sales pipelineClear evidence of winning new client business in the Customer Operations and/or Contact Centre marketsAbility to create Contact Centre/CX solutions that support client objectivesUnderstanding of the latest Technology trends in the Contact Centre and Digital Transformation marketCross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries