Capgemini - Head - Digital CX Head

Role: CX leader

Location: Mumbai/ Bangalore

About Capgemini:

Capgemini operates in more than 44 countries and is in the first place a company of people. We have 190000 employees working in North and South America, Europe and Asia Pacific. Capgemini provides demonstrable added value to transforming- and performance processes of customers in many industries. This is done with a complete and innovative range of consulting-, technology-, financial- and outsourcing services, enabling the establishment of their customers. Moreover: Capgemini works in a unique way - the Collaborative Business Experience - - together with its clients to achieve superior results.

Job Profile Overview:

The CX leader will focus on customer experience (CX), working across various practices. The main objective of this role, is to define customer experiences and work on implementing these CX across multiple practice. This role will be distinguished by leadership and delivery responsibility of team. The incumbent will also be responsible for planning for training, mentoring, appraising and enhancing career of the people working in the team.

The Role:

Customer Management

As a leader, leading the CX team the role holder will be required to interface with the client/ end users for performing job responsibilities.

Key responsibilities:

- Participate and contribute to strategic and tactical planning for CX Solutions

- Build client relationships, deliver solution presentation and proposals, manage escalations

- Interact with cross functional teams, account executives to drive strategic client engagements

- Conduct Solution workshops & enablement

- Consult, manage and deliver digital initiatives on strategy, transformation & marketing across web, social and mobile platforms in various geographies

- Focus on delivery of strategy and management consulting engagements in customer experience space, operating model as well as customer process transformation.

- Work with leaders globally to shape the Digital agenda for enterprises

- Improving Customer Experience across Digital Channels and provide a channel specific strategy

Key Skills and Competency:

- Excellent verbal and written communication skills.

- Ability to appreciate, derive and drive from the confluence of data, customer experience (needs) and technology

- Strong analytical skills and experience with metrics-driven decision making

- Should be able to elicit requirements and document them, while being able to verify, analyze and validate the requirements gathered. S/he should be able to manage requirements across phases, managing changes to requirements and ensure stakeholder involvement through the entire life cycle of requirement.

- People skills are essential. Should be able to manage a team of individuals, assign tasks, provide guidance, take decisions and engage with senior management in delivery, sales and client organizations in key decision stages and presenting the solution.

Capgemini Offers:

Our company culture is based on 7 shared values. Honesty and trust allow collaboration; team spirit and modesty sustain it; and the resulting creative freedom and boldness lead to quality results - especially when infused with a sense of fun

In addition to an interesting remuneration package, we offer you a professional and international work environment where you will work on major projects. We provide you with intense professional development and stretch you as much as needed to put your skills into action, learn and progress.