Customer Experience (CX) Leader

About Digital Customer Experience (DCX)

Capgemini's Digital Customer Experience (DCX) practice helps organisations across the public sector, financial services, and consumer industries envision and deliver AI-enabled, connected customer experiences built for the next era of digital engagement. Combining customer strategy, experience design, data, AI, and technology platforms such as Salesforce and Adobe, the practice enables clients to transform marketing, commerce, sales, and service functions to create more personalised, trusted, and meaningful customer relationships while driving sustainable business growth.

Role Purpose

The Customer Experience (CX) Leader is responsible for leading and growing Capgemini's Customer Experience consulting and transformation capabilities in Singapore. The role focuses on helping clients reimagine and transform customer engagement across marketing, commerce, sales, service, and digital channels through experience-led design, data, AI, and customer technology platforms.

The CX Leader will be a trusted advisor to senior business and technology stakeholders, helping organisations build more personalised and trusted relationships with their customers while delivering measurable business outcomes. The role combines customer strategy, business development, consulting leadership, and transformation delivery, while contributing to the growth of Capgemini's Southeast Asia DCX practice.

Key Responsibilities

Customer Advisory & Transformation

• Lead customer experience consulting and transformation engagements.
• Advise executive stakeholders on customer strategy, customer engagement, and digital transformation.
• Facilitate customer visioning, journey mapping, and service design workshops.
• Develop customer transformation roadmaps and operating models aligning to target Digital Customer Experience vision.
• Define business cases and value realisation frameworks.
• Drive AI-enabled customer transformation initiatives across marketing, commerce, sales, and service.

Business Development & Growth

• Shape and pursue CX consulting and transformation opportunities.
• Support proposal development and client pursuits.
• Build executive-level client relationships.
• Partner with Client Partners and Account Executives to grow strategic accounts.
• Contribute to sales, bookings, revenue, and pipeline targets.

Customer Experience Strategy

• Lead customer journey transformation programs.
• Design omni-channel customer engagement strategies.
• Define personalisation, loyalty, and customer engagement strategies.
• Embed customer-centric design and experience principles across client organisations.

Technology & Innovation Leadership

• Collaborate with Salesforce, Adobe, and ecosystem partners to develop differentiated offerings.
• Advise clients on CRM, customer data, personalisation, AI, and customer platforms.
• Translate business objectives into technology-enabled customer solutions.
• Maintain knowledge of emerging customer experience trends and technologies.

People Leadership

• Build and develop customer experience consulting capability within Singapore and Southeast Asia.
• Coach and mentor consultants and emerging leaders.
• Support hiring, capability development, and workforce planning.
• Promote collaboration, innovation, and knowledge sharing across the practice.

Thought Leadership

• Represent Capgemini at industry events and customer forums.
• Develop thought leadership and market insights.
• Contribute to CX offerings, methodologies, and accelerators.
• Build Capgemini's market profile as a leading Customer Experience transformation partner.

Key Performance Indicators

Financial

• Client and Practice Revenue growth
• Pipeline generation and Client Bookings

Customer

• Customer satisfaction (CSAT)
• Strategic account growth
• Client references and case studies

People

• Team engagement
• Capability growth
• Talent retention

Required Experience

• 15+ years of experience in Customer Experience, Digital Transformation, CRM, Consulting, or Customer Strategy.
• Strong track record leading CX transformation initiatives.
• Experience engaging C-level stakeholders.
• Proven business development and consulting sales experience.
• Strong understanding of customer journeys, service design, and digital engagement models.
• Experience within consulting, technology services, or professional services organisations.

Preferred Experience

• Experience with Salesforce, Adobe, Microsoft Dynamics, or related platforms.
• Experience in financial services, public sector, retail, consumer products, or telecommunications.
• Experience with data, AI, and digital customer transformation programs.
• Regional Southeast Asia experience.