Experience Management Office Lead

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 XMO Lead interfaces with both the customer and Capgemini delivery and Exec teams, ensuring a holistic, customer-centric view of end-user experience across multiple accounts. The role focuses on identifying business opportunities to improve end-user experience and driving service efficiencies through close management of the Business Value Manager (BVM) role and account teams, while ensuring cross-functional alignment and optimising the quality and cost of ongoing Managed Services Operations delivery.

Hybrid working

The places you work from day to day will vary according to your role, needs, and the business; it will be a blend of Company offices, client sites, and your home. You will be unable to work at home 100% of the time. If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality or immigration status, employment history going back 3 continuous years, and unspent criminal record check (Disclosures and Barring Service).

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 and a process analysis approach to identify reasons for process inefficiency and drive continual improvement actions (including the use of automation).
• Define Target Operating Models (TOMs) to enable a strategic framework for business operations and objectives for the processes, technology, people, culture, governance, and performance metrics.
• Develop a strong understanding of Experience Reference Architecture with strong working relationships with key operational support teams and client key stakeholders.

Your skills and experience

• Effective business communication and presentation skills at all levels within both Capgemini and the client key stakeholders.
• Experience in user experience concepts, XLA creation and improvements.
• Excellent people management skills ensuring strong team working practices in a matrix environment.
• Data literate and analytically driven.
• Passion for data‑driven decisions.
• Expertise in data modelling, process modelling, data integration and reporting tools would be an asset.
• Strong organisational skills and ability to flex and prioritise to changing business demands.
• Preferred experience of client contracts and obligations.
• Lean Six Sigma and ITIL V4 would be beneficial qualifications.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt in during the application process.

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. Throughout the recruitment process, you may be asked questions about your security clearance eligibility such as country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

You will be encouraged to have a positive work-life balance. Our hybrid-first approach means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements. You would be joining an accredited Great Place to Work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for achieving our organisational ambitions. We have trained mental health champions and wellbeing apps to support this.

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 join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We explore how technology can help reimagine what's possible, seek opportunities that transform leading businesses, and provide the experiences and connections to shape your future. You will learn from others, share knowledge, and push yourself to do better to help clients leverage technology to innovate and grow their business.

About Capgemini

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