Senior Consultant - CRM & Billing

Capgemini Invent

At Capgemini Invent, we help our clients to embrace innovation and transformation to get the future they want.

By combining strategy, technology, data science, and creative design expertise with an inventive mindset, we partner with our clients to innovate and transform their business, helping them navigate today, while plotting a course for the future.
 

About Capgemini Invent

As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.

Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Our brand promise “Get The Future You Want” reflects our passion for people and technology and highlights the company’s commitment to inclusion and sustainability. 
An important aspect of ‘Get the Future You Want’ is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success. When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client.

Get The Future You Want

Your wellbeing 
You’d 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 a critical component for us to achieve our organisational ambitions.
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.

An overview of the role

The primary role involves helping our clients in the Energy and Utilities sector to shape, guide and deliver customer transformation programmes. Delivering these programmes effectively is critical to supporting the energy transition. With decarbonisation a key priority across the sector, consumers and those who provide services to them need to transform how they think and operate as the world moves to new ways of consuming resources through more sustainable, socially responsible, and environmentally friendly means. 

As a result of this 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.

You will help our clients to identify, map and improve customer journeys, optimise the collation and use of data to make decisions and improve customer service, guide them through complex business change roadmaps and help balance people change with technology change to deliver better outcomes for their customers, benefits and improved ways of working for our clients, and delights their customers and engages the business.

We bring a practical approach to client delivery and in-keeping with this approach, we support our clients with their more traditional Energy Retail challenges such as implementing effective billing systems, deploying and integrating dynamic and engaging CRM platforms, managing bad debt, and optimising processes for maximum efficiency and effectiveness. Understanding the energy sector to enable us to support our clients through their toughest challenges is at the heart of how we help our clients succeed.

The work

No matter the project or customer, your work will have a meaningful impact on society, businesses and lives. It’s really rewarding. And it’s also really varied. You’ll potentially work on a huge variety of projects (some larger than others), so you could gain lots of experience in a short amount of time.

Why this role?

As a Senior Consultant in the business you’ll help set the direction, driving forward the business, model our values and behaviours, and coach and develop junior members of the team.

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.

You will leverage digital customer experience technologies to provide significant opportunities for our clients to outperform the market. You will bring your experience 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.

Helping our clients implement and optimise their CRM and Billing platforms and processes sits right at the heart of enabling the energy transition. These systems and processes are what allow consumers to track and manage their consumption and allow our clients to offer a broader range of incentives, support, and services to their customers in how they consume both heat and power. Your expertise in these areas will make a valued contribution to the delivery partnerships we form with our clients to support their business transformation and how they serve their customers.

We’d love to meet someone with

You’ll bring experience in CRM and Billing in the UK’s Energy Retail Market, either as a consultant, from working within the industry client-side, or a blend of both. Crucially, you will bring an appetite to leverage your understanding and insight to help our clients.

You’ll have a blend of the below experience:

CRM & Billing – experience in operations as well as implementation of systems in this domain, in particular some of the below:  E2E process mapping / customer journey mapping Data models and data processing Service design for new products and services User experience design for customers and system end users Implementation and support of CRM and Billing systems Business case and cost/benefits analysis and benchmarks  Customer Service – experience in contact centres or customer experience delivery roles Customer Operations - defining new ways of working, new processes, new operating models, and organisation designs. Working with senior and middle management to understand how they can better operate their businesses. Project Delivery - experience in managing and delivering in small to medium sized teams working with multiple and varied stakeholders at different seniority levels to deliver tangible positive outcomes. User Experience – ensuring our clients deliver great experience to both their customers and their employees

Why Capgemini is unique

At Capgemini we don’t just believe in Diversity & Inclusion, we actively go out to making it a working reality. Driven by our core values and Active Inclusion 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. Through our New Normal campaign, we are looking to 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.
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. 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.
 

Collaboration and Innovation

We really believe in creating a partnership with our customers. Using our Accelerated Solutions Environment (ASE), you’ll get to know the customer’s needs and challenges, demo innovative solutions and quickly solve problems. It’ll help you discover unexpected answers together. 
 

Learning and development

There’s an endless amount to learn at Capgemini, and an endless number of ways to do so. So, you’ll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference. Outside of dedicated training, everyone makes time to help and support one another - collaboration is encouraged across all our teams.

CSR

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.

Whilst you will have London, Manchester or Glasgow 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.