Financial Services Digital Customer Experience Strategy Leader

Role Overview

• 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.

Requirements

• 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).
• 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).
• 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.
• 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.
• Experience in top-tier consulting or system integration firms.
• Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience.

Tech Stack

• Cloud

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Home Office model
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally known group
• Private Health Insurance
• Retirement Benefits
• Paid Time Off
• Training & Development