Principal, Customer Experience

Job description

About Atos

Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence. Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.

 

Job Title

Principal Consultant  - Customer Engagement Platforms Specialist

Business Area / Department

B&PS – Consulting Practice

Reporting to:

Executive Consultant, Digital Transformation

Directly responsible for:

(Direct reports)

Circa 1 or 2

Practical requirements:

 

Detail any practical elements required to undertake this role: (Travel / Physical requirements) e.g. Regular weekly travel to client site is expected.

Occasional accessing, lifting and moving of computer hardware around an office environment.

Travel across the UK to multiple client sites (e.g. combination of home working, office working and working away from home). Specific arrangements are project dependant. Some international travel may also be required.

 

Able to gain ‘SC level’ security clearance.

Working arrangements:

 

Please describe the possible options available for this role:

 

i.e. Part time / Full Time / Shift patterns / job share

 

Full-time.

Organisational Overview

 

Identify the business drivers and the context in which the role will operate now and in the future

Join a growing Customer Engagement Platforms team within the Consulting practice of Atos.

 

The practice is keen to hire a candidate who can advise and lead on Customer Engagement Platform/CRM Platform projects:

 

·  Platform Advisory – Work closely with customers and leads to define the requirements and benefits when delivering Customer Engagement Platforms (CEP)
·  Collaborate with management consulting teams to incorporate CEP/technical advisory into strategic deliveries
·  Work closely with organisations to develop CEP implementation strategies as part of transformation projects
·  Advise on design and delivery on in flight engagements with customers looking to implement a CEP.

 

·  Platform Delivery – working as part of the delivery team to define the parameters for delivery
·  Ensure the ongoing success of inflight project as part of the project team, helping to define requirements and strategic direction for any in flight projects
·  Work closely with key client contacts, project managers, consulting partners and vendors to ensure project success
·  Strong technical delivery knowledge supporting at least one industry leading CRM/CEP vendor
·  Experience supporting or delivering a large transformation project

 

 

Job Description (i.e. what is the role?)

Describe core operational aspects of the job, (this is best in bullet point form)

Include information that is key to the role.

·  Work closely with external senior stakeholders within customer organisation to define, deliver, and ensure the success of CEP delivery programmes
·  Liaise with internal project stakeholders to ensure quality throughout the entire delivery of projects/programmes of work
·  Ensure quality and standards of delivery, create the right conditions for the team to do their best work
·  Support Atos by researching and onboarding cutting-edge innovations that may influence how the business continues to evolve its CX offering, developing the existing service in-line with current industry trends and client needs
·  Enable the introduction of related Atos technologies with knowledge of associated tech such as IoT, AI/machine learning and data integration
·  Act as the Product Subject Matter Expert for Customer Engagement Platforms, including Sales, Service, Portals, Marketing, Data and Integration
·   
·  Create strategic proposals and pitches for new business prospects and organic growth opportunities
·  Develop close working relationship with offshore ‘Global Delivery Centres’
·  Keep up to date with the latest enhancements to supported platforms, with a keen interest in how cutting edge technology can be used to enhance customer experience and project value
·  Expand knowledge to include additional Atos supported platform vendors
·  Shows a passion for developing a superior customer experience
·  Talent development, coaching consultants to the next level
·  Drive sales pipeline for new customer engagement platform projects
·  Deliver growth to existing accounts through business development activities

Person Specification: (i.e. what skills you need to perform the role)

Mention any specific features e.g. languages, security clearance, the need to be on call etc.

You should include  skills, competencies, and behaviours required

Essential / Minimum Criteria

 

 

Atos is a committed “Two Ticks” employer

 

Disabled applicants who meet these minimum requirements are guaranteed an interview.

 

·  Extensive experience delivering/ leading CRM / platform
·  Demonstratable experience delivering technology to businesses/clients
·  A technical mind with the curiosity to use technology to simplify customer experiences
·  Experience with at least one of the following platforms: Salesforce, Pega, SAP, Microsoft Dynamics
·  Strong people leadership skills and able to communicate to stakeholders across the business including c-suite
·  Experience of large complex projects within agile methodologies, with multiple skillsets from different disciplines

Desirable Criteria

 

 

 

 

·  Relevant platform certifications
·  Experience in digital transformation projects
·  Understanding of best practice UX and UI
·  Demonstratable experience in a management consultant role
·  TOGAF certified

 

 

 

 

 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.