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INTRODUCTION

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Customer Engagement Solutions Leader BPO Financial Services

Location New York City Onsite 4 days per week at the Capgemini office

Capgemini is seeking a Customer Engagement Solutions Leader to drive growth solutioning and transformation across Contact Center Marketing Operations and Customer Experience in North America with a strong focus on BPO and Financial Services.

This role spans end to end customer engagement strategy including customer interactions across voice chat and digital channels marketing operations such as campaigns personalization and customer journeys and data driven engagement powered by AI and GenAI.

The leader will drive client engagement solution development and go to market initiatives using automation analytics and AI to transform customer experience and operations.

Key Responsibilities

• Build pipeline through internal and external stakeholder networks
• Partner with senior stakeholders to drive strategic opportunities
• Design digital first omnichannel customer experience solutions
• Assess customer engagement ecosystems across process technology and operating models to identify transformation opportunities
• Drive AI automation and analytics led improvements in customer outcomes and marketing effectiveness
• Optimize processes to improve NPS CSAT and cost to serve
• Advise on workforce optimization and outsourcing models aligned to service demands
• Recommend technology strategies to accelerate digital transformation
• Lead RFI and RFP responses across Contact Center Transformation Marketing Operations and end to end CX programs

Measures of Success

• Build trusted external relationships and expand business growth
• Live Capgemini core values Honesty Boldness Trust Freedom Team Spirit Modesty and Fun

PROFESSIONAL QUALIFICATIONS

• 18 plus years of experience in sales client engagement and business process services in global environments
• Recent experience within a top tier global consulting or business process services organization in a comparable leadership role
• Strong executive presence with ability to influence C suite leaders
• Proven track record in sales growth and commercial strategy in the US market
• Deep expertise in customer experience contact center transformation marketing operations and intelligent automation including RPA AI and analytics
• Ability to operate within complex matrix organizations
• Self motivated with a strong track record of delivering results

WHY CAPGEMINI

Capgemini fosters an inclusive environment where equity diversity and inclusion are part of everyday life and where you can bring your whole self to work.

If you are passionate about transforming customer engagement within BPO and Financial Services we would like to connect.

Job Description - Grade Specific

The base compensation range for this role in the posted location is: $107,580 - $321,175. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice:

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers:

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Equal Employment Opportunity is the Law

Equal Employment Opportunity is the Law Private Employers, State and Local Governments, Educational Institutions, Employment Agencies and Labor