Management Consultant - Telco - Customer Experience and Operations

Email a friend



About Us

Capgemini is transforming how organisations engage and interact with their consumers, helping them to develop and deliver the digital strategies that will outperform the competition. We are a class leader in digital consulting, and we are at the forefront of research into digital transformation with MIT, helping organisations the world over understand the impact that digital is having to their consumers and business.

Capgemini Consulting’s Customer Experience & Analytics practice is fundamental in driving forward the customer agenda for our clients in a more digital and connected world. We are seeking to hire seasoned CRM consultants, to help build our sector diversity and depth, drive the development of the team and deliver for our clients. We are uniquely placed to advise and deliver for clients looking to use digital to:
• Put the customer at the heart of everything they do, and become nimble enough to meet their evolving preferences/needs, and be part of their lives;
• Define & design where next for building customer advocacy and differentiating their propositions in the market place
• Foster a culture which can seize new opportunities in a rapidly transforming digital world by trying new things, testing-and-learning, not being afraid to fail (quickly) but critically being able to rapidly scale and integrate successes for true competitive advantage.
• We are looking to recruit a Senior Consultant to work in the Telco market sector with ability to design & lead projects / streams (2+), taking ownership for elements of proposition, customer experience design and operating model, in the end to end delivery of CRM programmes.

Key Responsibilities

In this role you will:

• be focused on Telco Customer Operations – Customer Experience Design, Marketing Operations, Sales Operations (all channels), Customer Contact / Service Operations;
• inspire Telco clients on how to optimise their customer value propositions across all channels, helping to implement and maximise value of single view of customers;
• have a vision for the future of customer engagement and loyalty, how this meets the needs of the digital customer and how to help our clients to develop the propositions and capabilities which will deliver this vision;
• have an understanding of how customer data can be used to optimise all aspects of our clients business and of the challenges of acquiring and maintaining this data;
• advise on, deliver and embed multi-channel direct marketing processes and technologies which enable CRM;
• help our clients through defining customer strategy, customer experience, channel optimisations and customer journeys;
• be working closely with technology delivery partners on behalf of our clients, bridging the gap for our clients between customer, business and technology.

Skills and Experience

To be successful in this role you will require:
• Mobile and/or Fixed line Telco experience.
• B2B and/or B2C Telco experience in the Customer Operations areas across digital and physical marketing, sales and service channels.
• Experience of defining / contributing towards a vision, strategy and roadmap for a client to build advocacy through CRM, Customer Experience and customer service, loyalty and marketing.
• Specific IT platform experience not necessary, but experience in defining / designing / optimising in an IT driven change program.
• Experience developing customer journeys, customer segmentations, personas and cross channel experiences.
• Experience in managing or defining direct marketing communications (email, push), loyalty schemes, customer growth, activation & reactivation initiatives.
• Experience in business consulting and project work, specifically operating model design, business requirements & process mapping, change management and delivery of digital technologies initiatives.
• Versatility to adapt skills / behaviours / attitude to work with ambiguity and in areas that are not part of your core skills; flexible to changing works locations and travel requirements, in order to meet Capgemini’s and our clients’ needs.
• Bring an energy and passion to your work, be versatile and collaborative in style, empathetic in nature, confident in content and focussed on outcomes at all levels in the client organisation.
• Educated to degree level or equivalent; post-graduate qualification (e.g. MBA / CIM qualifications).

Additional Information

WHY JOIN US? What makes Capgemini Consulting unique?

You’ll be free to make your role and your career what you want it to be. Proactivity and ambition flourish at Capgemini Consulting. There are countless opportunities available to propel your development forward: seek out those that suit you, and we will back you all the way. In summary, we believe the following make this a great place to work:

• Show how single minds make for better teams: Work alongside fierce intellects who love to collaborate.
• Be comfortable outside your comfort zone: Self-stretchers thrive in our environment.
• Build momentum in your career: Make your role and your career what you want it to be.
• Stay true to who you are: Play to your strengths and bring your individuality.
• Aim for nothing less than leading edge: We thrive on the knowledge that the Digital work we do has real impact.
• Give your curiosity freedom and focus: A place where inquisitiveness and entrepreneurial thinking are encouraged.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.

We offer a remuneration package which includes fixed salary, and in addition for Senior Consultant and above, you will receive variable compensation dependent on company and personal performance. We also offer flexible benefits options for you to choose to suit your own personal circumstances.

In order to commence a role with Capgemini UK plc you will be required to provide documentary proof prior to joining the Company that you are entitled to live and work in the UK.

Capgemini Consulting is the global strategy and transformation consulting organisation of the Capgemini Group, specialising in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, our global team of over 3,600 talented individuals work with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organisational change.

More information is at available at:

Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.

Email a friend