CX Strategy & Transformation Senior Consultant

Senior Consultant in CX Transformation

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

As a Senior Consultant in CX Transformation at Capgemini Invent, you will be responsible for the design of omnichannel services and customer journeys, define CRM and Customer Value Management strategies, and leverage Generative AI to improve campaigns and engagement. You also support marketing digital‑transformation roadmaps and collaborate with cross‑functional teams to ensure strategic alignment.

In this role, you will be a key player in the following activities: 

•  Design omnichannel services and journeys, integrating physical and digital touchpoints.
•  Define and implement CRM and CVM (Customer Value Management) strategies
•  Apply Generative AI to optimize campaign processes, content creation, and customer engagement.
• Support the definition of digital transformation roadmaps for marketing.
• Collaborate with cross-functional teams (IT, Sales, Operations) to ensure strategic alignment.
• Conduct benchmarking and market analysis to identify trends and opportunities.
• Manage workshops with stakeholders for co-creation and solution validation.

YOUR PROFILE

• In-depth knowledge of CRM and CVM, including leading platforms (Salesforce, Adobe, etc.).
• Ability to design business processes focused on marketing and customer experience.
  
  
• Expertise in Generative AI applied to marketing (e.g., content personalization, automation).
• Solid understanding of omnichannel strategies and engagement models.
• Familiarity with Design Thinking and Service Design methodologies.
• Strong analytical, problem-solving, and communication skills.
  
  

Notes: Fluent English (spoken and written). Proven experience (6–7 years) in consulting or strategic roles in marketing/service design.

WHAT YOU’LL LOVE ABOUT WORKING HERE

• We recognize the importance of flexible work solutions to support you. Whether it’s remote work, flexible hours, or both, you’ll find an environment that promotes work-life balance; 
• At the heart of our mission is your career, with professional development paths designed to help you explore a world of opportunities;  
• We are committed to fostering social responsibility by creating an inclusive workplace where diverse talents are valued. Diversity is a cornerstone of our corporate culture, enriching our work through different experiences, cultures, ethnicities, communication styles, and behaviors. 

ABOUT CAPGEMINI GROUP 

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion. 

Make it real | www.capgemini.com 

Apply Now! 

The job offer is intended for both sexes in compliance with Legislative Decree 198/2006. Additionally, we pay attention and sensitivity to future resources belonging to protected categories, pursuant to articles 1 and 18 of Law 68/99. Personal data will be processed in accordance with the provisions contained in EU Regulation 679/2016.