Financial Services Digital Customer Experience Strategy Leader
Capgemini, New York, NY, United States
J oin 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
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
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
Enterprise CX Technology Strategy
Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer‑centric goals
Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations
Work closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements
Guide clients on platform selection, modernization, integration, and maximizing ROI
Customer‑centric program planning
Focus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience
Build program plans, value frameworks, governance structures, and executive reporting models for large‑scale CX transformations
Market and Thought Leadership
Create compelling thought leadership on the future of CX, AI‑driven servicing, personalized banking, and connected customer journeys
Present at industry forums and executive briefings, shaping brand perception in the market
Develop frameworks, accelerators, and methodologies that differentiate our CX practice
Partner Ecosystem Leadership
Leverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners
Shape co‑innovation initiatives and joint go‑to‑market (GTM) strategies
Stay ahead of platform roadmaps, competitive dynamics, and new capabilities
Requirements Required Qualifications
Bachelor's degree (required): Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field
Master's degree (strongly preferred): MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar
Executive education (nice to have): Customer Experience leadership, digital transformation, or financial services leadership programs
Strong plus though not required: platform certifications aligned to the ecosystems referenced in the role, e.g., Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega (architecture/solution consultant tracks)
Experience
20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations
Proven track record leading large, multi‑million‑dollar technology‑enabled CX deals from qualification through close
Deep familiarity with enterprise CX stacks including Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega
Extensive financial services industry expertise (banking, wealth management, insurance, payments, cards, capital markets)
Strategic Leadership Skills
Executive‑level presence and consultative influence
Ability to build and defend multi‑year CX transformation strategies and business cases
Skill in leading cross‑functional teams across strategy, technology, delivery, and partner organizations
Technical And Domain Skills
Strong understanding of:
CRM and sales transformation
Contact center modernization
Marketing automation
Customer data platforms (CDPs), analytics, and AI
Workflow automation and customer operations
Knowledge of regulatory and customer lifecycle complexities specific to financial services
Preferred Qualifications
Experience in top‑tier consulting or system integration firms
Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience
Benefits This position comes with competitive compensation and benefits package:
Competitive salary and performance‑based bonuses
Comprehensive benefits package
Home Office model
Career development and training opportunities
Flexible work arrangements (remote and/or office‑based)
Dynamic and inclusive work culture within a globally known group
Private Health Insurance
Retirement Benefits
Paid Time Off
Training & Development
*Note: Benefits differ based on employee level
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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
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
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
Enterprise CX Technology Strategy
Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer‑centric goals
Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations
Work closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements
Guide clients on platform selection, modernization, integration, and maximizing ROI
Customer‑centric program planning
Focus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience
Build program plans, value frameworks, governance structures, and executive reporting models for large‑scale CX transformations
Market and Thought Leadership
Create compelling thought leadership on the future of CX, AI‑driven servicing, personalized banking, and connected customer journeys
Present at industry forums and executive briefings, shaping brand perception in the market
Develop frameworks, accelerators, and methodologies that differentiate our CX practice
Partner Ecosystem Leadership
Leverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners
Shape co‑innovation initiatives and joint go‑to‑market (GTM) strategies
Stay ahead of platform roadmaps, competitive dynamics, and new capabilities
Requirements Required Qualifications
Bachelor's degree (required): Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field
Master's degree (strongly preferred): MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar
Executive education (nice to have): Customer Experience leadership, digital transformation, or financial services leadership programs
Strong plus though not required: platform certifications aligned to the ecosystems referenced in the role, e.g., Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega (architecture/solution consultant tracks)
Experience
20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations
Proven track record leading large, multi‑million‑dollar technology‑enabled CX deals from qualification through close
Deep familiarity with enterprise CX stacks including Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega
Extensive financial services industry expertise (banking, wealth management, insurance, payments, cards, capital markets)
Strategic Leadership Skills
Executive‑level presence and consultative influence
Ability to build and defend multi‑year CX transformation strategies and business cases
Skill in leading cross‑functional teams across strategy, technology, delivery, and partner organizations
Technical And Domain Skills
Strong understanding of:
CRM and sales transformation
Contact center modernization
Marketing automation
Customer data platforms (CDPs), analytics, and AI
Workflow automation and customer operations
Knowledge of regulatory and customer lifecycle complexities specific to financial services
Preferred Qualifications
Experience in top‑tier consulting or system integration firms
Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience
Benefits This position comes with competitive compensation and benefits package:
Competitive salary and performance‑based bonuses
Comprehensive benefits package
Home Office model
Career development and training opportunities
Flexible work arrangements (remote and/or office‑based)
Dynamic and inclusive work culture within a globally known group
Private Health Insurance
Retirement Benefits
Paid Time Off
Training & Development
*Note: Benefits differ based on employee level
#J-18808-Ljbffr