Capgemini
Experience Management Lead
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About The Job You’re Considering
The XMOs (Experience Management Office) objective, is to manage experience data, including technical data that affects how end-users work and what they consider most important to improve. The Experience Management Lead is responsible for the strategy and management of the Experience offering within the UK. The department comprises of roles which interface with both the customer and Capgemini delivery and Exec teams. The department seeks to ensure there is a holistic and customer centric view of end user experience across multiple accounts. The XMO primarily focuses on identifying business opportunities to deliver improved end user experience, identify and drive service efficiencies through close management of the XMO virtual team. The role ensures close management of cross-functioning areas of the business and optimising the quality and cost of Managed Services Operations ongoing delivery of service.
Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
Your role
- Be accountable for the delivery of the XMO across multiple accounts including responsibility of the XMO leads within the team
- 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
- Responsible for the delivery of the strategy of the XMO function and links into global processes and approaches
- 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 – standardised across our clients
- Aligns improvements to the longer-term vision and continual service improvement ethos
- Act as the point of contact during bid and referenceable work
- Develop a strong understanding of Experience Reference Architecture with strong working relationships with key operational support teams and client key stakeholders
- Ensure all engagements drive the end user experience in line with the customer contracted services
You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.
Your Skills And Experience
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- Experienced in user experience concepts, strategies, XLA creation and improvements
- Excellent people management skills ensuring strong team working practices in a matrix environment
- Data literate and analytically incentivised. Passion for data driven decisions. Expertise in data modelling, process modelling, data integration and reporting tools would be an asset.
- Effective business communication and presentation skills at all levels within both Capgemini and the Client key stakeholders
- Strong organisational skills and be able 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 and pre-employment checks
If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)
Some roles will also require an additional level of security clearance:
Security Check (SC) 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 will be asked questions about your security clearance eligibility such as, but not limited to, 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?
Flexibility to work your way
You will be encouraged to have a positive work-life balance. Our hybrid-first way of working 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.
Your wellbeing
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.
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To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
Shared energy
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Why should you 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. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.
Make it real | www.capgemini.com
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