Financial Services Digital Customer Experience Strategy Leader

Financial Services Digital Customer Experience Strategy Leader

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

• 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.

4. 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.

5. 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.

6. 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.