Job Description
At Capgemini Invent, we help our clients to embrace innovation and transformation to get the future they want.
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 10,000+ 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 340,000 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 2022 global revenues of €22 billion.
Our brand promise “Get The Future You Want” reflects our passion for people and technology and highlights the company’s commitment to inclusion and sustainability.
An important aspect of ‘Get the Future You Want’ is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success. When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client.
Get The Future You Want
Your wellbeing
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.
Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
An overview of the role
The primary role involves helping clients to shape, guide and deliver leading edge Energy Retail 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.
We bring a practical approach to client delivery and in-keeping with this approach, we support our clients with their more traditional Energy Retail challenges – billing, CRM, bad debt, optimisation and efficiency. Understanding the Sector to enable us to support our clients through their toughest challenges is at the heart of how we help our clients succeed.
Equally, 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. As a Senior Manager, you will lead out on market-defining initiatives, working alongside senior clients, forming dynamic teams, and delivering impactful results.
Why this role?
As a Senior Manager in the business you’ll help set the direction, driving forward the business, model our values and behaviours, and coach and develop junior members of the team. Key expectations from this role include:
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.
As a [job title] in the business you’ll help set the direction, driving forward the business, model our values and behaviours, and coach and develop junior members of the team.
We’d love to meet someone with
You’ll bring experience in the UK’s Energy Retail Market, either as a consultant, from working within the industry client-side, or a blend of both. Crucially, you will bring an appetite to leverage your understanding and insight to help our clients.
- Customer - advising and delivering on customer strategy and operating model, omnichannel customer experience transformation, channel mix strategy and channel optimisation.
- CRM & Billing – experience in operations as well as implementation of systems in this domain.
- 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 Capgemini is unique
At Capgemini we don’t just believe in Diversity & Inclusion, we actively go out to making it a working reality. Driven by our core values and Active Inclusion Campaign, we build environments where you can bring you whole self to work.
We aim to build an environment where employees can enjoy a positive work-life balance. Through our New Normal campaign, we are looking to 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.
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. We have also invested in wellbeing apps such as Thrive and Peppy.
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.
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 our teams.
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 10th 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.
When you join Capgemini, you don’t just start a new job. You become part of something bigger.
Learn about how the recruitment process works – how to apply, where to follow your application, and next steps.
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