Financial Services Digital Customer Experience Strategy Leader

Capgemini•Charlotte, NC

1d•Remote

About The Position

Join Capgemini as a Financial Services Digital Customer Experience Strategy Leader, where you will spearhead the transformation of the customer experience for leading financial institutions. You will be responsible for devising and executing innovative digital strategies that enhance customer engagement and satisfaction across multiple channels. Collaborating with cross-functional teams, you will leverage cutting-edge technologies and industry insights to deliver seamless, personalized customer journeys that drive business growth and loyalty. This role leads North America Financial Services’ Digital Customer Experience (DCX) technology strategy and major transformation deals. The leader owns large pursuit strategy end-to-end—shaping solutions, developing value narratives, estimating, differentiating competitively, and guiding cross-functional teams—while engaging C-suite stakeholders to deliver outcomes in growth, experience, and efficiency. Responsibilities include defining CX vision and maturity, designing journey transformations and operating models, and translating pain points into multi-year roadmaps. The role also sets enterprise CX technology strategy across CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations, ensuring scalable architectures and ROI. Finally, it drives thought leadership and partner ecosystem initiatives with key platforms and fintech/AI partners.

Requirements

Bachelor’s degree (required): Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field.
20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations.
Proven track record leading large, multi-million-dollar technology-enabled CX deals from qualification through close.
Deep familiarity with enterprise CX stacks including Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega.
Extensive financial services industry expertise (banking, wealth management, insurance, payments, cards, capital markets).
Executive-level presence and consultative influence.
Ability to build and defend multi-year CX transformation strategies and business cases.
Skill in leading cross-functional teams across strategy, technology, delivery, and partner organizations.
Strong understanding of: CRM and sales transformation, Contact center modernization, Marketing automation, Customer data platforms (CDPs), analytics, and AI, Workflow automation and customer operations
Knowledge of regulatory and customer lifecycle complexities specific to financial services.

Nice To Haves

Master’s degree (strongly preferred): MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar.
Executive education (nice to have): Customer Experience leadership, digital transformation, or financial services leadership programs.
Strong plus though not required: platform certifications aligned to the ecosystems referenced in the role, e.g., Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega (architecture/solution consultant tracks).
Experience in top-tier consulting or system integration firms.
Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience.