CX Solution Consultant

2 weeks ago

Dublin, Dublin City, Ireland Capita Full time

Join Our Team as a Solution Architect at Capita Ireland within our CE division

Capita Ireland is experiencing dynamic growth, and we are thrilled to offer an exciting opportunity for a talented Solution Architect to join our senior management team. This pivotal role is at the heart of our growth strategy, playing a crucial part in developing and expanding our business with both new and existing clients.

Job Description

About Capita Experience:

The purpose of Capita Experience (CE) is to consistently drive outstanding value to our clients by delivering exceptional customer service, competitive pricing, and positive outcomes. Our vision is to be the global customer services partner of choice, led by data, enabled by technology, powered by people.

The CX Solution Consultant role is instrumental in helping us pivot from a primarily transactional BPO service provider to a transformational partner for our clients.

You will be responsible for producing business cases, solution overviews, and high-level designs, and providing guidance and support for the delivery on a variety of initiatives. You will apply functional knowledge and technical expertise to design solutions to support our customer CX needs.

Key Responsibilities:
  • Drive revenue and margin growth for the Ireland business.
  • Understand customer requirements and business challenges.
  • Design solutions that meet customers' operational and commercial requirements.
  • Bring the best of Capita's capabilities together to deliver for our clients.
  • Build the business case and clearly articulate any proposed solution (ROI, cost value).
  • Partner with business development to progress opportunities to successful conclusion.
  • Understand sector-specific dynamics, customer and market trends to create value-add client engagements based on your subject matter expertise.
  • Work with business development to help uncover opportunities to assist clients with CX challenges through consultative engagements.
  • Undertake discovery work to ensure the client objectives and pain points are elicited, captured, and understood to allow you to develop the right solution.
  • Drive solution definition (inclusive of resource, process design, operational excellence, data, automation, and AI) that supports the win strategy for new business deals.
  • Ensure solutions can be fully costed and contribute to or build operating models and resource plans that seek to quantify the ROI, total cost of ownership, or business value.
  • Ensure the risks, dependencies, and issues that exist are uncovered at the due-diligence phase and the impact that these may have on the project/program at the implementation stage is understood.
  • Contribute to client presentations and bid documents, illustrating solutions in pictorial and descriptive manners, and where required, clearly articulate solution responses to specific bid questions.
  • Contribute to deal negotiation by changing various solution parameters to deliver the most economically viable option for the customer.
Our ideal candidate will have the following experience & skills:
  • Previous experience in a similar role within a BPO environment.
  • Previous experience in a CX environment.
  • Client-facing experience.
  • Experience of driving revenue & margin growth.
  • Ability to identify clients' needs & how they can be best matched against business capabilities & assets.
  • Strategic decision-maker.
  • Experience of managing enterprise risk, ensuring adherence to corporate policies and legislation.

This role is offered on a full-time, permanent basis. The successful candidate will be working 37.5 hours per week, with flexibility towards business requirements as needed. The role is based remotely, but travel to our offices and client sites will be required as needed, therefore willingness to travel is essential.

What's in it for you?
  • 22 days annual leave, plus the opportunity to purchase additional leave
  • Access to our discount App – giving you access to lifestyle savings, & discounts
  • Access to Capita pension scheme
  • Access to Employee Assistance Programme
  • Life Assurance Benefit
  • Cycle2work scheme….and plenty more

What we hope you'll do next:

Choose 'Apply now' to fill out our short application. To make your application stand out, please submit a cover letter outlining your experience within a Customer Solutions role within a BPO environment.

We look forward to receiving your application

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