Management Consultants
· Deliver value and excellence on client and internal engagements
· Contribute to knowledge development and innovation
· Identify opportunities for client development
· Coach/lead/develop Capgemini and client team members (Senior Consultants)
· Contribute to the development of MSS capability in core customer and specialist areas e.g. Strategy and implementation, Channel alignment and Contact Centre design and improvement, Customer Relationship Management
· Understand overall project context, and how role complements the bigger picture
· Identify sales opportunities and articulates them to the Team Manager
· Stream lead with multiple team members and formal accountability for delivery
· Shape and deliver work stream, striving for delivery excellence
· Develop client relationships into successful sales opportunities
· Understand the needs of clients and develop own client relationships at joint team member level
· Proactively update senior management and raise issues appropriately
· Contribute to thought leadership and knowledge development in own team
· Contribute to Team/Capability Unit development
· Educated to degree level or equivalent; post-graduate qualification (e.g. MBA/CIM qualifications) is advantageous
· Deep content experience of working across either the Financial, Utilities (smart metering), Consumer Products Retail and Health (e.g. Patient Experience projects) sectors which is substantiated by experience with 2-3 FTSE 100/250 or equivalent sized/Public sector organisations. Preferential if candidate has experience across more than one of these sectors.
· Deep specialist knowledge and experience in at least 1 of the following areas:
- Customer strategy, implementation and management including, Customer Segmentation, Market Insights, Volumetric and Customer Analytics, Voice of the customer – Customer Feedback
- Contact Centre/telephony. Contact Centre management and optimisation including off-shoring, agent performance and process e.g. managed 20 - 50 FTE upwards.
- Has ideally designed, implemented or managed, leading edge customer focused solutions with in depth knowledge of core Contact Centre Technologies (with an understanding of the principles and best practice that support their use) specifically:
§ CRM (for example: SAP, MS Dynamics and Salesforce.com)
§ Telephony, including CTI, ACD, Intelligent Call routing, IVR (both touch tone and Speech Recognition) and Unified Communication platforms
§ Workforce Management solutions
§ Workflow and Business Process Management solutions (for example, Pegasystems)
· Understands how the “Customer” fits into an organisation and has experience of designing, developing and implementing business change including operating model, process and requirements definition
· A working understanding in at least one of the following areas:
- Customer experience transformation
- Customer strategy including new product/market development and pricing (online/offline)
- Customer analytics (including segmentation and web analytics) Customer loyalty and Marketing/Advertising
· Familiar with delivery methods such as Rational Unified Process (RUP), Agile including scrum techniques; Rapid Design Visualisation (RDV); BPO
We will provide you with intense professional development and as much stretch as you need to put your skills into action, learn and progress. In particular you will have the opportunity for:
- Acceleration: The opportunity to accelerate your career through intellectual challenge, specialist training and responsibility.
- Collaboration: The opportunity to work as part of a high performing, supportive and collegial team that values close collaboration with clients.
- Satisfaction: Swiftly add value and make a real difference to Capgemini and to our Clients’ organisations.
- Exposure: the chance to work with some of the most admired organisations across a range of industries and locations.
- Innovation: to work within a company that values innovation and encourages entrepreneurial spirit.