Financial Services Digital Customer Experience Strategy Leader

Job Description

Job Description

J oin Capgemini as a Financial Services Digital Customer Experience Strategy Leade r, 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 Consultin g

• 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.

Requirements

Required Qualifications:

Education

• 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).

S trategic 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:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Home Office model
4. Career development and training opportunities
5. Flexible work arrangements (remote and/or office-based)
6. Dynamic and inclusive work culture within a globally known group
7. Private Health Insurance
8. Retirement Benefits
9. Paid Time Off
10. Training & Development
11. *Note: Benefits differ based on employee level

About Capgemini

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 €22.5 billion in revenues in 2024.