User Experience Manager

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.

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.
• Aligns improvements to the longer-term vision and continual service improvement ethos
• Act as the primary XMO lead across multiple accounts
• Develop a strong understanding of Experience Reference Architecture with strong working relationships with key operational support teams and client key stakeholders
• Ensure all engagements drive the end user experience in line with the customer contracted services

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

• 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.
• Effective business communication and presentation skills at all levels within both Capgemini and the Client key stakeholders
• 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 and pre-employment checks

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…