Barista preparing and serving beverages and food at a specialty coffee shop. Delivering exceptional customer service and maintaining high standards of product knowledge.
About the role
- Operations Analyst driving digital service operations at Capgemini, integrating AI capabilities to enhance customer experience and agent 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
- 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
- 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
- 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.
Requirements
- Overall experience of 4-6 years
- 2+ years’ experience required with extensive relevant customer understanding/user research/consulting experience
- 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.
- 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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