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
As a Customer Experience and Digital Transformation Sales Leader you will build develop and close a strong pipeline supporting the Intelligent Customer Operations Practice

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

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