Responsable des opérations - mandat immobilier basé à Paris pour le client principal de Nhood. Conduire des chantiers structurants et améliorer la performance opérationnelle.
About the role
- Digital Operations Analyst driving integration of AI and digital service operations for Capgemini. Collaborating with cross-functional teams to enhance customer experiences and operational efficiency.
Responsibilities
- Responsible for digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements
- Monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels
- Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback
- Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution
- Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc.
- Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements
- Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution
- Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning
- Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations
- Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding
- Identify and scope opportunities to utilize AI, machine learning, and automation to optimize digital experience operations and agent support processes
- Collaborate with product owners to build AI informed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting
- Manage AI enabled dashboards and monitoring systems that surface real time anomalies, experience dips, and emerging performance trends
- Partner with CX, analytics, and engineering teams to run A/B tests leveraging AI generated variants, measuring uplift and customer impact
- Translate customer and agent insights using AI powered analytics (e.g., text/sentiment analysis, pattern detection) into actionable recommendations for journey improvements
- Apply GenAI capabilities to improve team operations, e.g., automated insights summaries, triaging, root cause analysis drafting, and workflow documentation
Requirements
- Overall experience of 4-6 years
- 2+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change
- 3+ years of combined experience required in analytics, performance reporting, and/or process improvement
- Advanced project and process management experience. Agile preferred
- Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field
- Experience working with AI/ML driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics)
- Background or coursework in AI, machine learning, data science, or human centered AI preferred
- Demonstrated ability to translate technical AI concepts into business language for non technical stakeholders
- Availability to work in PST time zone
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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