Pensions Operations Manager overseeing member services for 300,000 colleagues in one of UK's largest pension portfolios. Ensuring high - quality service delivery and operational excellence.
About the role
- Digital Operations Specialist enhancing customer and agent journeys with AI-driven insights. Driving performance improvements through digital operations at Capgemini.
Responsibilities
- This role operates at the intersection of digital operations, customer experience, and AI powered transformation.
- You will help drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to improve customer experiences, enhance agent efficiency, and optimize operational performance.
- 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.
- Define and 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 6-8 years, 4+ 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.
- Familiarity with GenAI tools, conversational AI platforms, and AI assisted productivity solutions.
- Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring.
- Strong understanding of AI ethics, governance, and responsible AI frameworks.
- Comfortable working in environments where AI driven decision automation informs prioritization and operational strategies.
- Possesses strong technical aptitude.
- Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel.
- Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
- Strong verbal communication and listening skills.
- Strong business acumen, with effective written and verbal communication skills.
- Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders.
- Ability to manage multiple projects with tight deadlines effectively with cross functional teams.
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
Tech skills
Location requirements
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