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Director - Customer Transformation (Strategy and Performance)

Who you’ll be working with:


At Capgemini Invent we ideate and bring to life what’s next for our clients. By combining strategy, technology, data science and creative design expertise with an inventive mindset, we work with our clients to solve their most complex business and technology challenges. Located in more than 30 offices and 10 creative studios around the world, we have a 6,000+ strong team.


As a globally renowned technology and digital leader, we have the responsibility, the ambition and the means to contribute to solving major societal questions that are shaping our future world.  Invent for Society focuses on how social impact is part of the fabric of what we do.


The retail industry is massively disrupted. New entrants, the explosion of media touchpoints, changing consumer expectations, digital innovation and access to data has changed the playing field for many retail companies.


Within our Customer Transformation team, you will be working as part of an exciting and dynamic business that enables innovative and sustainable customer strategies, experience and product design, digital marketing and content execution, and customer engagement, channel and loyalty transformations.


An overview of the role:


Our Customer Transformation team helps our clients across various industries generate growth by becoming an innovative data-driven and customer-centric brand. Our clients need to deliver the experience their customers want, every day, across multiple touch points. The customer experiences they create must reflect their brand positioning—through content that aligns the company’s purpose with the customer’s needs, in real time.


We are seeking a Director to join Capgemini Invent as a leader within our Customer Strategy and Performance team. You’ll be helping our clients deliver future-state customer strategies and propositions, covering both the sales and service lifecycles across various channels (in store/branch, online, mobile, customer contact etc.)

The work:

Regardless of the project or customer, your work will have a meaningful impact on society, businesses and lives. It will be rewarding. You’ll work on a huge variety of projects (some larger than others), so you can gain a wealth of experience in a short amount of time. You’ll be relentlessly customer focussed, working across cross-sector environments to define new strategies, operating models, and designing new ways for our clients to win.


Collaboration and Innovation:


We really believe in creating a partnership with our customers. Using our Accelerated Solutions Environment (ASE), you’ll get to know the customers’ needs and challenges, demo innovative solutions and quickly solve problems. It’ll help you discover unexpected answers together.

Why this role?


Working within the Customer Transformation team you’ll become part of a team that develops next generation solutions to transform global businesses.  As a Director in the business, you’ll help set the direction, driving forward the business, modelling our values and behaviours, and coaching and developing members of the team.  


Externally in the market, you’ll bring the presence and gravitas to initiate, manage and maintain board / senior management relationships. To understand and scope out their challenges and potential solutions and to both sell & deliver top-tier consulting and technology enabled business transformation work.  

Key expectations from this role include:


  • Shape, design and deliver best-in-class customer strategy and performance propositions across clients.
  • Identify and design the right customer experience capabilities to drive the strategy, implementation, and associated business transformation.
  • Advise organisations on how to manage and optimise their customer strategy plans to grow sales, turnover, and conversation rates, while understanding key performance metrics and measurement frameworks
  • Provide strategic direction and recommendations to Digital, Marketing, Sales and Category Teams, to address customer friction points, issues and deliver an optimal customer experience
  • Business development utilising a combination of the organisation’s broader pre-existing relationships, company relationships and your own network, you’ll be generating c.£2m of consulting revenues.

Why you?


  • Consulting experience in customer experience strategy, customer transformation, digital engagement strategy, and/ or digital execution, digital product and/or service design at an established management consulting firm.
  • A proven track record of proposition building and delivery, preferably with Financial Services clients.
  • Strong management consulting experience with proven sales and delivery success in multi-sector organisations
  • Experience leading a complex customer strategy consulting team – developing talent and achieving organisational goals.
  • Proven ability to be successful in a matrix organisation, and to enlist support and commitment from peers selling and delivering consulting solutions.

Why us?


You will join Capgemini Invent and the Customer Transformation practice at an exciting time when you will be able to exert significant influence to form and develop the customer strategy and performance capability working alongside dynamic consulting and design colleagues.


You’ll be free to make your role and your career what you want it to be.  Proactivity and ambition flourish at Capgemini Invent. There are countless opportunities available to propel your development forward; seek out those that suit you, and we will back you all the way.


Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, or marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients.  We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.


Learning and development:

There’s an endless amount to learn at Capgemini, and an endless number of ways to do so.  So, you’ll also have unique training opportunities to take advantage of. Some of our consultants even have the opportunity to go our chateau at Les Fontaines (near Paris, France), where we host conferences and training events.  Outside of dedicated training, everyone makes time to help and support one another - collaboration is encouraged across all of our teams.


Work/Life Harmony:

We understand that everyone has varied lives and we want you to have a great work-life balance.  So, where possible, our Work Life Harmony policy will help you to work flexibly and juggle your work and home life.



We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about.  In fact, we were named as one of the world’s most ethical companies by the Ethisphere Institute for a 9th year in a row.  When you join Capgemini, you’ll join a team that does the right thing.



Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.


We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent on grade and on company and personal performance.


In order to commence a role with Capgemini UK plc you will be required to provide documentary proof prior to joining the company that you are entitled to live and work in the UK.


More information is at available at:

Ref:  795282
Posted on:  06-Oct-2021
Experience level:  Leadership
Contract Type:  Permanent Full Time or Part Time

London, GB

Department:  Consulting & Business Transformation

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