Financial Services Digital Customer Experience Strategy

Join Capgemini as a Financial Services Digital Customer Experience Strategy Leader, where you will spearhead the transformation of the customer experience for leading financial institutions. You will be responsible for devising and executing innovative digital strategies that enhance customer engagement and satisfaction across multiple channels. Collaborating with cross-functional teams, you will leverage cutting-edge technologies and industry insights to deliver seamless, personalized customer journeys that drive business growth and loyalty.

This role leads North America Financial Services’ Digital Customer Experience (DCX) technology strategy and major transformation deals. The leader owns large pursuit strategy end-to-end—shaping solutions, developing value narratives, estimating, differentiating competitively, and guiding cross-functional teams—while engaging C-suite stakeholders to deliver outcomes in growth, experience, and efficiency. Responsibilities include defining CX vision and maturity, designing journey transformations and operating models, and translating pain points into multi-year roadmaps. The role also sets enterprise CX technology strategy across CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations, ensuring scalable architectures and ROI. Finally, it drives thought leadership and partner ecosystem initiatives with key platforms and fintech/AI partners.

Key Responsibilities:

1. Lead All Large Digital Customer Experience Deals

• Serve as the executive deal lead for all large and strategic CX transformation pursuits across North America.
• Own deal strategy, encompassing shaping, solutioning, storytelling, value articulation, estimation, and competitive differentiation.
• Lead cross-functional pursuit teams (strategy, architecture, delivery, pricing, industry, partner ecosystem) to craft compelling proposals.
• Engage directly with C-suite stakeholders to define outcomes tied to revenue growth, customer experience improvement, and operational efficiency.
• Act as the primary executive representative and brand ambassador for all major DCX transformations.

2. Customer Experience Strategy and Consulting

• Lead CX visioning, maturity assessments, journey transformation strategies, and future state operating model design.
• Advise financial services leaders on unifying sales, service, marketing, and operations with modern digital, cloud, data, and AI platforms.
• Translate customer pain points into multi-year, multi-platform transformation roadmaps.

3. Enterprise CX Technology Strategy