Back
Financial Services Digital Customer Experience Strategy Leader - India
Full-time
About the Role
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.
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.
Key Responsibilities
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 to craft compelling proposals.
Engage directly with C-suite stakeholders to define outcomes tied to revenue growth, CX improvement, and operational efficiency.
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.
Enterprise CX Technology Strategy
Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry.
Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations.
Guide clients on platform selection, modernization, integration, and maximizing ROI.
Market and Thought Leadership
Create compelling thought leadership on the future of CX, AI-driven servicing, personalized banking, and connected customer journeys.
Required Qualifications
Bachelor's degree required; MBA or MS strongly preferred.
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.
Strong understanding of CRM and sales transformation, contact center modernization, marketing automation, customer data platforms (CDPs), analytics, and AI.
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.
