# Financial Services Digital Customer Experience Strategy Leader

**Company**: Capgemini
**Location**: New York
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Category**: IT
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/8C9j2emTit7S2qerdPeYeg/hybrid-financial-services-digital-customer-experience-strategy-leader-in-new-york-at-capgemini
**Canonical**: https://yubhub.co/jobs/job_a89bcfe1-a38

## Description

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:

- Lead All Large Digital Customer Experience Deals

- Customer Experience Strategy and Consulting

- Enterprise CX Technology Strategy

- Customer-centric program planning

- Market and Thought Leadership

- Partner Ecosystem Leadership

Requirements:

- Education: Bachelor's degree in Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field. Master's degree in MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar.

- Experience: 20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations.

- Strategic Leadership Skills: Executive-level presence and consultative influence. Ability to build and defend multi-year CX transformation strategies and business cases.

- Technical and Domain Skills: 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.

## Skills

### Required
- CRM
- sales transformation
- contact center modernization
- marketing automation
- customer data platforms (CDPs)
- analytics
- AI

### Nice to have
- AI/ML
- Generative AI (GenAI)
- automation