Managing Consultant - Energy & Utilities - Utilities Customer Experience
Capgemini Invent
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow.Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.
Your Role
The primary role involves helping clients to shape, guide and deliver leading edge customer experience / digital transformation programmes. You will help our clients to identify, map and improve the customer journey, guide them through complex change roadmaps, helping them to balance business change with technology change in a way that delivers benefits, and delights their customers and engages the business.
Energy Transition is now king with decarbonisation the priority in energy generation with a push to renewables and the huge growth in Smart meters and demand side management forcibly changing the way energy is consumed. In other Utilities sub-sectors such as Networks or Water, traditionally less focus on customer centricity, we are seeing a real change in the strategy of our clients willing to live up to B2B customer ever-increasing expectations.As a result, we are seeing a significant increase in demand for our successful Customer Experience Consultants. We have built a successful track record of delivering leading edge and award winning transformational digital change.
The work:
You will lead multidisciplinary teams to leverage digital customer experience technologies (CRM and GenAI in particular) to provide significant opportunities for our clients to outperform the market. You will bring your experience in customer experience and service to drive innovation into everything we do, including defining new solutions, finding new ways to engage and collaborate, and deploying agile ways of delivering change.
Every day is different in our team: you will have the chance to navigate between different Utilities sub-sector (water, energy retail, network, …) and engage with the numerous capability and technology experts in Capgemini to help leverage cutting-edge technologies on behalf of our clients and their customers.
Your Profile
You’ll bring experience in Customer Experience Transformation Delivery ideally in Utilities, Asset Intensive regulated industries or customer-centric organisations such as Retail, Financial Services and Telecommunications. You may already be a Management Consultant; however, you may be working within a Utilities company or Customer Service organisation.
You’ll have a blend of the below experience:
- Customer - advising and delivering on customer strategy and operating model, omnichannel customer experience transformation, channel mix strategy and channel optimisation – for B2C and B2B businesses.
- Digital customer experience platform and associated technologies – identifying opportunities to exploit technology, defining solutions and integrating these with business, customer and operations.
- Customer Service – experience in contact centres or customer facing roles
- Customer Operations - defining new ways of working, new processes, new operating models and organisation designs. Working with utilities mobile workforce to define solutions that meet their needs. Working with senior and middle management to understand how they can better operate their businesses.
- Experience in managing and delivering in small to medium sized teams working with multiple and varied stakeholders at different seniority levels to deliver tangible positive outcomes.
- Experience in using standard Business Change and Change adoption techniques and approaches
- User Experience – ensuring our clients deliver great experience to both their customers and their employees
- Leadership – you can lead a team of different profiles, seniority and skills, to achieve our ambitions and deliver projects living up to Capgemini high quality standards
- Sales acumen – you can detect and help growing business opportunities for Capgemini and our clients, and have experience building market-changing business proposals
WHAT YOU’LL LOVE ABOUT WORKING HERE
The Energy and Utilities sector team at Capgemini Invent comprises of deep industry expertise at a national and global level. With more than 100 experts in the UK and our international network of Utilities consultants, our Energy and Utilities sector team is one of the fastest-growing team in the country.Coupled with our heritage of leading some of the largest industry digital transformations, we have the unique position of being able to offer our clients both industry thought leadership and proven experience in end-to-end digital delivery.
We have built strong partnerships with most of the key players of the net-zero transition in the country, most of water operators and are actively helping UK majors to refocus their activities in sustainable sources of energy.
We strive understand our client’s business needs as well as individual motivations, forming long term strategic partnerships.
NEED TO KNOW
We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year.When you join Capgemini, you’ll join a team that does the right thing.
Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.
We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.
About Capgemini Invent
As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.
Capgemini Invent is an integral part of Capgemini, 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 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, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.
The Group reported in 2023 global revenues of €22.5 billion.
Our brand promise “Get The Future You Want” reflects our passion for people and technology and highlights the company’s commitment to inclusion and sustainability.An important aspect of ‘Get the Future You Want’ is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success.
When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client.