User Experience Lead

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The XMO (Experience Management Office) Lead objective is to manage experience data, including technical data that affects how end-users work and what they consider most important to improve. The User Experience Lead is a role that interfaces with both the customer and Capgemini delivery and Exec teams. The role ensures there is a holistic and customer centric view of end user experience across multiple accounts. The role primarily focuses on identifying business opportunities to deliver improved end user experience, identify and drive service efficiencies through close management of the Business Value Manager (BVM) role and account teams. Ensures close management of cross-functioning areas of the business and optimising the quality and cost of Managed Services Operations ongoing delivery of service. This role requires you to be on client site in Salisbury 5 days per week.

Your role

• Be responsible for ensuring high levels of customer satisfaction are delivered through effective and client-focused IT services.
• Understand and improve the IT process performance of the services delivered to our clients and end users.
• Matrix Leadership and governance of and in support of the BVMs to ensure that IT services provided by Capgemini and other vendors are consistent and optimal.
• Use data analytics as well as a process analysis approach, to identify the reasons for process inefficiency and to drive continual improvement actions (including the use of Automation).
• Define Target Operating Models (TOMs) to enable a strategic framework for businesses operations and objectives for the processes, technology, people, culture, governance, and performance metrics.
• Align improvements to the longer-term vision and continual service improvement ethos.

Your skills and experience

• Experienced in user experience concepts, XLA creation and improvements.
• Expertise in data modelling, process modelling, data integration and reporting tools.
• Effective business communication and presentation skills at all levels within both internal and Client key stakeholders.
• Preferred experience of client contracts and obligations.
• Lean Six Sigma and ITIL V4 would be beneficial qualifications.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

What does ‘Get The Future You Want’ mean for you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.