Director, Customer Experience Transformation

3 days ago

Melbourne, Victoria, Australia Capgemini Full time

At Capgemini Group, we are proud of our purpose "Unleashing human energy through technology for an inclusive and sustainable future". Our success is measured through our value creation, and our overall 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 and with an unstinting 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

Are you a strategic leader with deep expertise in transforming service, sales and marketing operations? Do you thrive on delivering strategies that empower organizations to achieve sustainable growth, operational efficiencies and exceptional customer experiences? Join Capgemini Invent, as our Director, Customer Experience Transformation .

As the Director, Customer Experience Transformation , you will:

  • Lead CX Transformation: 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.
  • 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, such as Salesforce, 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
  • 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

Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects, and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.

As "Architects of Positive Futures", Capgemini actively supports the community in 3 ways:

Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. Our Employee Resource Groups , OutFront, Indigenous, Parents and Careers and Sustainability Community of Practice support the grassroots passion of employees to drive our diversity agenda and effect change.

Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.

Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious "A list" for its commitment to the Net-Zero economy. As well as focusing on helping our clients transform towards more sustainable business models, Capgemini recently announced its commitment to becoming a netzero business by 2030.

Recognised by Ethisphere as one of the World's Most Ethical Companies for the last 9 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, visit and listen to some of our employee's stories.

Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.

#Invent

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