CX Strategy & Transformation Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client’s challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

YOUR ROLE

As a Senior Consultant in CX Transformation, you will:

• Design omnichannel services and journeys, integrating physical and digital touchpoints.
• Define and implement CRM and CVM (Customer Value Management) strategies.
• Apply Generative AI to optimize campaign processes, content creation, and customer engagement.
• Support the definition of digital transformation roadmaps for marketing.
• Collaborate with cross-functional teams (IT, Sales, Operations) to ensure strategic alignment.
• Conduct benchmarking and market analysis to identify trends and opportunities.
• Manage workshops with stakeholders for co-creation and solution validation.
• Proven experience (6–7 years) in consulting or strategic roles in marketing/service design.

YOUR PROFILE

We are looking for a professional with the following qualifications:

• In-depth knowledge of CRM and CVM, including leading platforms (Salesforce, Adobe, etc.).
• Ability to design business processes focused on marketing and customer experience.
• Expertise in Generative AI applied to marketing (e.g., content personalization, automation).
• Solid understanding of omnichannel strategies and engagement models.
• Familiarity with Design Thinking and Service Design methodologies.
• Strong analytical, problem-solving, and communication skills.
• Fluent English (spoken and written).

WHAT YOU’LL LOVE ABOUT WORKING HERE

• Be the change by supporting our clients through innovative strategy projects around digital, future-proof topics that challenge and transform the status quo;
• Craft your own career path through continuous learning and personal growth;
• Experience the benefits of hybrid working, offering flexibility and ensuring work-life balance, 5 weeks of vacation, employee referral bonus, company shares program and annual contribution to a fitness subscription.
• Capgemini Italy is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, and all offers of employment and promotions are made on the basis of performance, competence and ability.

ABOUT CAPGEMINI

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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