Customer Experience Strategy and Service Operations Consultant

Title: Strategy and Operations Manager
Location: Jersey city, NJ
Summary:
We are looking for a Customer Experience Strategy and Service Operations Consultant who will help drive service operations work initially with a focus on contact center transformation. The consultant must have a passion for customer and employee experience and be able to think wholistically and connect front stage experiences with back stage people process and technology. To be successful in this role you must be able to navigate a complex matrixed environment be able to manage competing demands of delivery and business development and be able to offer expertise on numerous customer experience and service operations topics to client executives.

Responsibilities

• Gather insights by researching customer needs preferences and market trends to inform strategic decisions related to customer experience.
• Support developing content such as thought leadership proposals and client presentations as part of business development efforts.
• Deliver in the market through serving as an experienced consultant on a wide range of service operations related engagements.
• Own and deliver work products like service design blueprints strategic roadmaps technology assessments and KPI development documents.
• Oversee junior consultants and work alongside them to deliver against our goals.
• Support new alliance and vendor relationships Develop new tools assets and accelerators that can be used to industrialize the offer.

Requirement:

• Experience with financial service organizations Insurance Banking Wealth and Asset Management Ability to analyze complex topics and digest information quickly.
• Ability to create compelling presentations and manage excel efficiently.
• Understand Contact Center operations including processes and high level understanding of the underlying technology.
• Understand basics of service operations and CX tools ie workflow systems customer feedback systems VOC analytics and how it impacts Service Operations etc Intellectually curious with strong empathetic people skills and project management skills.
• Ability to weave together unrelated components of projects unifying them into a cohesive strategy story Awareness of business financials and how to marry metrics with business financial outcomes Nice to have Skills.
• Understand and map operational processes identifying areas for improvement and implementing solutions to enhance efficiency and effectiveness.
• Understand Agile Delivery practices Intermediate knowledge of zero based design and workshop tools.
• Experience running workshops and dynamic client meetings Know how to be nimble in dialogue and drive conversations with executive level clients Experience structuring large strategic and transformative delivery programs Understand CRM Technologies

Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: 
•    Flexible work
•    Healthcare including dental, vision, mental health, and well-being programs
•    Financial well-being programs such as 401(k) and Employee Share Ownership Plan
•    Paid time off and paid holidays
•    Paid parental leave
•    Family building benefits like adoption assistance, surrogacy, and cryopreservation
•    Social well-being benefits like subsidized back-up child/elder care and tutoring
•    Mentoring, coaching and learning programs
•    Employee Resource Groups
•    Disaster Relief
About Capgemini:
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 fueled 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.
Get the future you want | www.capgemini.com
Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law