Director - Financial Services Transformation (Service)

TL;DR

Director - Financial Services Transformation (Service): Grow hirify.global’s FS business through Customer Experience Transformation activities, focusing on Customer Service and CRM with an accent on delivering exceptional end to end experiences for both customers and frontline colleagues. Focus on creating and delivering transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences and delivering innovative customer care.

Location: While you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location.

Company

hirify.global is part of Capgemini Invent and partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology.

What you will do

• Lead and grow hirify.global’s Service Transformation activities across FS clients contributing to the overall growth of our business with FS clients.
• Create and deliver transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences and delivering innovative customer care.
• Lead and deliver large-scale and complex programmes of work from inception to implementation that leverage Capgemini group-wide capabilities.
• Lead business development, including shaping proposals, responding to bids, pitching to clients, and growing key accounts.
• Build trusted relationships as a strategic advisor to senior client stakeholders, including C-suite leaders, leveraging your deep sector knowledge and consultancy experience.
• Inspire, coach and develop high-performing teams, fostering a culture of creativity, collaboration, and excellence.

Requirements

• Consulting experience, ideally within Big 4.
• Deep Sector expertise in FS, in particular Insurance, with a strong understanding of market trends, regulatory landscape, and customer needs.
• Strong knowledge and experience of Service Transformation, leveraging technology such as CRM & CCaaS platforms (e.g. Salesforce, MS Dynamics, Google Dialogflow, Nice, Genesys etc), customer care operations and customer journey design.
• Proven track record of delivering complex transformation programmes in the insurance sector.
• Respected industry leader with a visible online presence and a strong network of insurance sector contacts.
• Passion for innovation and a human-centred approach to problem-solving.

Nice to have

• Experience working with at least one of these platform providers –Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow

Culture & Benefits

• Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work.
• We aim to build an environment where employees can enjoy a positive work-life balance.
• We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• Employee wellbeing is vitally important to us as an organisation.
• To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas.
• We have also invested in wellbeing apps such as Thrive and Peppy.