Digital Transformation Strategist

2 days ago


Melbourne, Victoria, Australia Capgemini Full time

About Capgemini

At Capgemini, we pride ourselves on our purpose: unleashing human energy through technology for an inclusive and sustainable future. Our success is measured through value creation and our positive impact.

Capgemini Invent is the digital innovation, transformation, and consulting global business line of the Capgemini Group, specialising in advising and supporting enterprises in significant transformation from strategy to execution with a focus on value creation. With the new digital economy creating significant disruptions and opportunities, our global team of over 10,000 talented individuals works with leading companies to design and create advanced real-world digital solutions and future business models, solving their most complex business and technology challenges.

The focus of your role:

You will oversee the design and implementation of large-scale service, sales, and marketing transformations for our clients; from strategy, business case development, operating model design, and implementation. You will also be responsible for contact centre and omnichannel integration, leveraging customer platforms to deliver data-driven insights, improving customer engagement, and enhancing operational workflows.

  • CX Transformation: Oversee the design and implementation of large-scale service, sales, and marketing transformations for our clients.
  • Contact Centre & Omnichannel Integration: Expertise in designing and implementing seamless integration between contact centres and digital channels, ensuring a consistent customer experience across all touchpoints.
  • Leverage Customer Platforms: Apply expertise in leading CRM and customer platforms to deliver data-driven insights, improve customer engagement, and enhance operational workflows.
  • Digital Self-Service Enablement: Proven experience in deploying self-service capabilities, such as AI-powered virtual assistants and interactive knowledge bases, to reduce contact centre volume and improve customer satisfaction.
  • Business Development: Identify opportunities to expand our footprint, grow client accounts, and deliver impactful strategic proposals.
  • Client Engagement: Build trusted partnerships with senior client stakeholders, understanding their needs and crafting tailored strategies that drive measurable outcomes.
  • Team Leadership: Inspire and guide a high-performing team of consultants, fostering a culture of innovation, collaboration, and excellence.

About You

We are looking for a strategic leader with deep expertise in transforming service, sales, and marketing operations. You must thrive on delivering strategies that empower organisations to achieve sustainable growth, operational efficiencies, and exceptional customer experiences.

  • Service, Sales & Marketing Expertise: Comprehensive understanding of service, sales, and marketing operations, including contact centre modernisation.
  • Commercial Focus: Demonstrated success in business development, account growth, and securing new opportunities within a large consulting environment.
  • Leadership Experience: Strong track record of leading multidisciplinary teams and managing complex, cross-functional transformation projects.
  • Technical Acumen: Working knowledge of CRM and customer platforms such as Salesforce, Microsoft Dynamics, or similar.

Let's Talk About What's In It For You

We offer a range of benefits, including flexible work practices and 40 hours of self-development every year. We also have a strong focus on diversity and inclusion, digital inclusion, and environmental sustainability. We believe that diversity of thought fuels excellence and innovation, and we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status, or age.



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