This is a period of intense change in the UK Utilities sector. Energy Retail is going through significant changes with many new entrants with cheaper business models, increasing Government scrutiny, a battle to win Consumer trust and a rush to diversify services to maintain relevance and profitability.
Energy Efficiency 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.
And, as it moves into the new regulatory period, the UK water industry is under increasing pressure to become more customer focused and so provide a better experience for residential and developer services customers.
Customers not only want to trust that water and wastewater companies are serving the public benefit but expect great service, at least comparable to the service they get elsewhere.
To meet these demands, the water industry is investing millions in customer focused digital transformation programmes and are looking for insight from adjacent industries.
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.
Our consultants bring to bear vast utilities experience or relevant experience from adjacent markets, a strong customer improvement skillset, an understanding of technology and a highly collaborative approach.
We need more talented people like them to join our team.
What you’ll do
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.
You will leverage digital customer experience technologies (CRM in particular) to provide significant opportunities for our clients to outperform the market.
You will bring your knowledge 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.
What you’ll bring
You’ll bring experience in Customer Experience Transformation Delivery ideally in Utilities, other Asset Intensive regulated industries or customer-
centric organisations such as Telecommunications , Retail, and Financial Services . You may already be a consultant or you may be working within a Utilities company or Customer Service organisation.
In addition, you’ll have the following specific experience and personal attributes :
Working with senior and middle management to understand how they can better operate their businesses.
You’ll bring strong consulting capabilities, which will include structured problem solving and analytical skills, strong communication skills, a collaborative attitude and experience in project and programme management.
Personal attributes :
WHY JOIN US? What makes Capgemini Invent unique?
You’ll be free to make your role and your career what you want it to be. Proactivity and ambition flourish at Capgemini Invent.
There are countless opportunities available to propel your development forward : seek out those that suit you, and we will back you all the way.
In summary, we believe the following make this a great place to work :
Whilst you will have London 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 fixed salary, and in addition for Senior Consultant and above, you will receive variable compensation dependent on company and personal performance.
We also offer flexible benefits options for you to choose to suit your own personal circumstances.