Financial Services Digital Customer Experience Strategy Leader

divh2Financial Services Digital Customer Experience Strategy Leader/h2pJoin 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./ppThis role leads North America Financial Services Digital Customer Experience (DCX) technology strategy and major transformation deals. The leader owns large pursuit strategy end-to-endshaping solutions, developing value narratives, estimating, differentiating competitively, and guiding cross-functional teamswhile 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./ppstrongKey Responsibilities:/strong/pp1. Lead All Large Digital Customer Experience Deals/pulliServe as the executive deal lead for all large and strategic CX transformation pursuits across North America./liliOwn deal strategy, encompassing shaping, solutioning, storytelling, value articulation, estimation, and competitive differentiation./liliLead cross-functional pursuit teams (strategy, architecture, delivery, pricing, industry, partner ecosystem) to craft compelling proposals./liliEngage directly with C-suite stakeholders to define outcomes tied to revenue growth, customer experience improvement, and operational efficiency./liliAct as the primary executive representative and brand ambassador for all major DCX transformations./li/ulp2. Customer Experience Strategy and Consulting/pulliLead CX visioning, maturity assessments, journey transformation strategies, and future state operating model design./liliAdvise financial services leaders on unifying sales, service, marketing, and operations with modern digital, cloud, data, and AI platforms./liliTranslate customer pain points into multi-year, multi-platform transformation roadmaps./li/ulp3. Enterprise CX Technology Strategy/pulliDefine and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer-centric goals./liliDevelop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations./liliWork closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements./liliGuide clients on platform selection, modernization, integration, and maximizing ROI./li/ulp4. Customer-centric Program Planning/pulliFocus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience./liliBuild program plans, value frameworks, governance structures, and executive reporting models for large-scale CX transformations./li/ulp5. Market and Thought Leadership/pulliCreate compelling thought leadership on the future of CX, AI-driven servicing, personalized banking, and connected customer journeys./liliPresent at industry forums and executive briefings, shaping brand perception in the market./liliDevelop frameworks, accelerators, and methodologies that differentiate our CX practice./li/ulp6. Partner Ecosystem Leadership/pulliLeverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners./liliShape co-innovation initiatives and joint go-to-market (GTM) strategies./liliStay ahead of platform roadmaps, competitive dynamics, and new capabilities./li/ul/div