Manager/Senior Manager - Energy & Utilities - Customer Experience (London/Manchester/Glasgow)
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At Capgemini Invent, we bring to life what's next for our clients.
By combining strategy, technology, data science, and creative design expertise with an inventive mindset, we partner with our clients to innovate and transform their business, helping them navigate today, while plotting a course for the future.
About Capgemini Invent
As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 12,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.
Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 325,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion
Get The Future You Want
As a globally renowned technology and digital leader, we have the responsibility, the ambition, and the means to contribute to solving major societal questions that are shaping our future world. Invent for Society aims to value how social impact is part of the fabric of what we do.
See what it's like to work at Capgemini Invent, visit our Glassdoor page
An overview of the role:
The primary role involves helping clients to shape, guide and deliver leading edge customer experience / digital transformation programmes. You will help our clients to identify, map and improve the customer journey, guide them through complex change roadmaps, helping them to balance business change with technology change in a way that delivers benefits, and delights their customers and engages the business.
Energy Transition is now king with decarbonisation the priority in energy generation with a push to renewables and the huge growth in Smart meters and demand side management forcibly changing the way energy is consumed. As a result, we are seeing a significant increase in demand for our successful Customer Experience Consultants. We have built a successful track record of delivering leading edge and award winning transformational digital change.
The work:
No matter the project or customer, your work will have a meaningful impact on society, businesses and lives. It's really rewarding. And it's also really varied. You'll potentially work on a huge variety of projects (some larger than others), so you could gain lots of experience in a short amount of time.
Collaboration and Innovation:
We really believe in creating a partnership with our customers. Using our Accelerated Solutions Environment (ASE), you'll get to know the customer's needs and challenges, demo innovative solutions and quickly solve problems. It'll help you discover unexpected answers together.
Why this role?
This is a period of intense change in the UK Utilities sector. Energy Retail is going through significant changes with many new entrants with cheaper business models, increasing Government scrutiny, a battle to win consumer trust and a rush to diversify services to maintain relevance and profitability.
You will leverage digital customer experience technologies (CRM in particular) to provide significant opportunities for our clients to outperform the market. You will bring your experience in customer experience and service to drive innovation into everything we do, including defining new solutions, finding new ways to engage and collaborate, and deploying agile ways of delivering change.
Why you?
You'll bring experience in Customer Experience Transformation Delivery ideally in Utilities, Asset Intensive regulated industries or customer-centric organisations such as Retail, Financial Services and Telecommunications. You may already be a Management Consultant; however, you may be working within a Utilities company or Customer Service organisation.
You'll have a blend of the below experience:
• Customer - advising and delivering on customer strategy and operating model, omnichannel customer experience transformation, channel mix strategy and channel optimisation.
• Digital customer experience platform and associated technologies - identifying opportunities to exploit technology, defining solutions and integrating these with business, customer and operations.
• Customer Service - experience in contact centres or customer facing roles
• Customer Operations - defining new ways of working, new processes, new operating models and organisation designs. Working with utilities mobile workforce to define solutions that meet their needs. Working with senior and middle management to understand how they can better operate their businesses.
• Experience in managing and delivering in small to medium sized teams working with multiple and varied stakeholders at different seniority levels to deliver tangible positive outcomes.
• Experience in using standard Business Change and Change adoption techniques and approaches
• User Experience - ensuring our clients deliver great experience to both their customers and their employees
Why us?
The Energy and Utilities sector team at Capgemini Invent comprises of deep industry expertise at a national and global level. Coupled with our heritage of leading some of the largest industry digital transformations, we have the unique position of being able to offer our clients both industry thought leadership and proven experience in end-to-end digital delivery. We strive understand our client's business needs as well as individual motivations, forming long term strategic partnerships.
Diversity
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.
Learning and development
There's an endless amount to learn at Capgemini, and an endless number of ways to do so. So, you'll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference. Outside of dedicated training, everyone makes time to help and support one another - collaboration is encouraged across all of our teams.
Work/Life Harmony:
We understand that everyone has varied lives and we want you to have a great work-life balance. So, where possible, our Work Life Harmony policy will help you to work flexibly and juggle your work and home life.
CSR:
We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for the 9th year. When you join Capgemini, you'll join a team that does the right thing.
Whilst you will have London, Manchester or Glasgow 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 flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.
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.
More information is at available at: https://www.capgemini.com/gb-en/service/invent/
Ref: 1647292
Posted on: 19 May 2023
Experience level: Experienced Professional
Contract Type: Permanent Full Time
Location: