Go-to-Market (Digital Transformation) Lead

Any UK base
This job is no longer available


Capgemini’s Intelligent Customer Operations practice takes its inspiration from the lessons of the pandemic. Our vision of customer operations combines a human-digital hybrid that enables the “always on” lifestyle and embodies the spirit of the digital-native customer. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services covering Customer Operations, Marketing Operations and Sales Operations. With these, we cover the customer lifecycle of attraction, delight, and retention.

We create more meaningful and frictionless relationships between our clients, their front-line staff, and their customers. Enhancing Customer Experience with a Digital-First approach.


As a Go-To-Market Leader, you will drive the sales and solutions that support the extensive growth of the Intelligent Customer Operations practice of Business Services. You will:

• Create and develop a sales pipeline of opportunities
• Consult with internal stakeholders across sector verticals to drive existing and new client engagements
• Develop customer operations solutions through collaborating with clients
• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
• Utilise your industry knowledge and Contact Centre expertise to recommend ways of enhancing customer experience outcomes
• Optimise processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes like, CSat and cost-to-serve
• Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs
• Assist clients in optimising their workforce and skill sets to meet service levels and changing demands
• Create technology recommendations for clients to increase their digital strategies
• Develop and deliver solutions by responding to client RFI/RFPs


• Experience of solutions for Contact Centres
• Experience within commercial modelling and sizing
• Management of a sales pipeline and ability to grow accounts
• Understanding of the latest Technology trends in the market and development of the relevant solutions for implementation
• Cross-sector experience, including Insurance & Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies.
• Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
• Process Improvement including methodologies such as Lean; Six Sigma.
• A passion and desire to improve CX and support our clients on their journey
• Experience improving customer journeys to improve CX outcomes
• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
• Experience of RFI/RFP processes
• Working knowledge of contact centers solutions (i.e. Zendesk/AWS/Genesys Cloud) advantageous


  • We realise a Total Reward package should be move than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud
  • 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


Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is. Capgemini. Get The Future You Want.


Capgemini is 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 over 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, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion.

Job information

Firm: Capgemini Invent

Location: Any UK base