Customer Engagement Solutions Leader BPO Financial Services
About The Position
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.
Requirements
- 18+ 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.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
