Experience Management Office Lead

About the job you're considering

The XMO (Experience Management Office) Lead objective, is to manage experience data, including technical data that affects how end-users work and what they consider most important to improve. The XMO Lead is a role that interfaces with both the customer and Capgemini delivery and Exec teams. The role ensures there is a holistic and customer centric view of end user experience across multiple accounts. The role primarily focuses on identifying business opportunities to deliver improved end user experience, identify and drive service efficiencies through close management of the Business Value Manager (BVM) role and account teams. Ensures close management of cross-functioning areas of the business and optimising the quality and cost of Managed Services Operations ongoing delivery of service.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Be responsible for ensuring high levels of customer satisfaction are delivered through effective and client-focused IT services.
• Understand and improve the IT process performance of the services delivered to our clients and end users
• Matrix Leadership and governance of and in support of the BVMs to ensure that IT services provided by Capgemini and other vendors are consistent and optimal.
• Use data analytics as well as a process analysis approach, to identify the reasons for process inefficiency and to drive continual improvement actions (including the use of Automation).
• Define Target Operating Models (TOMs) to enable a strategic framework for businesses operations and objectives for the processes, technology, people, culture, governance, and performance metrics.
• Develop a strong understanding of Experience Reference Architecture with strong working relationships with key operational support teams and client key stakeholders

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your skills and experience

• Effective business communication and presentation skills at all levels within both Capgemini and the Client key stakeholders
• Experienced in user experience concepts, XLA creation and improvements
• Excellent people management skills ensuring strong team working practices in a matrix environment
• Data literate and analytically incentivised. Passion for data driven decisions. Expertise in data modelling, process modelling, data integration and reporting tools would be an asset.
• Strong organisational skills and be able to flex and prioritise to changing business demands
• Preferred experience of client contracts and obligations
• Lean Six Sigma and ITIL V4 would be beneficial qualifications

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

You'd be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Capgemini. Make it real.

Why you should consider Capgemini

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com