Experience Management Practice Lead

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Leading a team of Experience Managers, this role works closely with customers, operational teams, and senior stakeholders to promote a customer-centric view of service delivery across multiple accounts.

As a member of the leadership team, the Experience Management Lead will champion Experience Management principles across the organisation, influence key stakeholders, and ensure technology services are designed and delivered with the end-user experience at their core.

The Experience Management Office (XMO) manages experience data and insights, including the technical factors that influence how end users interact with technology and services. The team works across customers, delivery teams, and senior stakeholders to provide a holistic view of end-user experience, identify opportunities for service improvement and efficiency, and drive positive business outcomes through the effective use of experience data.

The role also supports cross-functional collaboration across Managed Services to optimise service quality, cost, and operational performance.

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.

• Be accountable for the delivery of the XMO across multiple accounts including responsibility of the XMO leads within the team
• 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
• Responsible for the delivery of the strategy of the XMO function and links into global processes and approaches
• 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 – standardised across our clients
• Aligns improvements to the longer-term vision and continual service improvement ethos
• Act as the point of contact during bid and referenceable work
• 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.

• Experienced in user experience concepts, strategies, 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

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.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality…