Principal Consultant - Customer Experience Transformation - Utilities

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About Us

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.

Main Purpose Of Role

The context:
Utilities in Power, Gas and Water across the UK are undergoing the greatest changes to their operating environment in their history driven by radical changes in, for example technology, social behaviour, and market competition. At the same time, regulators and increasingly customers are placing unprecedented requirements on Utilities to deliver far better customer service and a 21st century customer experience. Transforming their customer experience, including through the exploitation of new digital enablers is thus now a fundamental focus for all utilities whether in power, gas and water; and whether they operate network or retail businesses.

Key Responsibilities

The focus of your role:
As a proven Customer Experience leader, you’ll set a visionary direction, maximise the market opportunity, drive the development of the Utilities Customer Experience team and deliver transformational change for our utility clients. This will often involve helping our Utility clients with some form of digital transformation. To do this you will:

• Put the customer at the heart of everything our Utility clients do, and enable them to become nimble enough to meet their customers’ evolving preferences/needs, and be part of their lives.

• Generating key ideas and consulting frameworks to help solve problems and drive out insightful fact-based findings and recommendations – either on a client project, as part of a sales bid or thought leadership.

• Define & design where next for our Utility clients in building customer advocacy and differentiating their service propositions amongst their peers and/or in the market place.

• Foster a culture within our Utility clients which can seize new opportunities in a rapidly transforming digital world by trying new things, testing-and-learning, not being afraid to fail (quickly) and critically being able to rapidly scale and integrate successes to transform their customers’ experience.

In short, you’ll be passionate in supporting Utility clients to identify, design, and deliver a transformation in their customers’ experience, and as a result help our clients to realise tangible business benefits.

Skills and Experience

What you will bring:

Skills and experience
• Significant content experience of working on Customer Experience engagements - ideally with previous relevant experience with utilities – covering for example:

o Customer strategy transformation – including analysing opportunities and defining the approach to fulfilling the strategy through a comprehensive transformation roadmap, blueprint and plan.
o Customer engagement transformation - advising and delivering on multi-channel customer experience transformation; channel mix strategy and optimisation; CRM, social media and mobile platforms; customer insight and analytics, customer service operating model and technology strategy.
o Digital enabled customer experience – identifying opportunities to exploit new digital technologies, defining solutions and integrating these with business, customer and operations.

• A solution architect in the broadest sense with experience of; designing and implementing the business solutions (e.g. customer experience, operating model, processes and business requirements); of customer/CRM focused technical systems/services (e.g. SAP, Dynamics and; of self service systems (e.g. websites); and of contact centre systems (e.g. workflow and telephony).

Personal Profile

Personal attributes
• Presence and gravitas to initiate, manage and maintain board / senior management relationships.

• Ability to understand and scope out utility CxO challenges and potential solutions; to both sell & deliver top-tier consulting and technology enabled business transformation work.

• Outstanding written and oral communication and interpersonal skills with the ability to communicate complex problems or solutions in a way in which they are quickly understood.

• Ability to play a leadership role in our business; help set the direction and help drive forward the business; role model our values & behaviours, and coach and develop junior members of our utilities customer team.

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 variable compensation dependent on company and personal performance. We also offer flexible benefits options for you to choose to suit your own personal circumstances.

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.

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.

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