Offre d’Emploi : FBS Director CX Analytics chez Capgemini

Contexte Général

Capgemini, un leader mondial dans la transformation numérique et technologique, recherche un *FBS Director CX Analytics* pour renforcer son équipe au Brésil. Ce poste, au sein d’une entreprise faisant partie des plus grands groupes d’assurance aux États-Unis, propose une opportunité unique pour les professionnels désireux de diriger l’analyse des expériences clients dans un environnement dynamique et inclusif.

Description du Poste

Le *FBS Director CX Analytics* est chargé de diriger les initiatives d’analyse de l’expérience client afin d’améliorer les interactions globales avec la clientèle. En utilisant des compétences analytiques avancées, ce rôle vise à fournir des insights exploitables, à façonner les stratégies d’expérience client et à aligner les initiatives sur les objectifs commerciaux.

Responsabilités Principales

• Surveiller les initiatives de recherche, telles que des entretiens contextuels, des enquêtes, des tests A/B et des évaluations concurrentielles.
• Diriger des analyses avancées des retours clients pour identifier les tendances et les opportunités d’amélioration.
• Établir des modèles évaluant les facteurs clés des résultats commerciaux.
• Collaborer avec les équipes de direction pour définir des indicateurs de performance clés (KPIs) et d’autres objectifs.
• Assurer l’intégration des initiatives d’analyse d’expérience client avec les priorités commerciales.
• Fournir un leadership éclairé pour optimiser l’expérience client à travers des pratiques analytiques solides.
• Agir en tant qu’expert en la matière et exercer une influence dans les efforts d’optimisation.

Exigences et Compétences

Pour exceller dans ce rôle, les candidats doivent posséder :

• Leadership d’équipe – Avancé
• Analyse Stratégique – Avancé
• Capacité de Présentation à un Niveau Exécutif – Avancé
• Compétences Analytiques en Intelligence Artificielle – Intermédiaire
• Gestion de Flux de Travail / Priorisation – Avancé

Compétences Logiciels

• SQL – Avancé (7+ ans)
• Excel – Avancé (7+ ans)
• PowerPoint & Suite Office – Avancé (7+ ans)
• Python – Avancé (7+ ans)
• R – Intermédiaire (4-6 ans)
• PowerBI – Avancé (7+ ans)

Avantages

Ce poste offre un package de compensation et d’avantages compétitifs, comprenant :

• Salaire compétitif et primes basées sur la performance.
• Un modèle de travail flexible (télétravail et/ou bureau).
• Opportunités de développement de carrière et de formation.
• Assurance santé privée et plan de retraite.
• Environnement de travail inclusif et dynamique au sein d’un groupe de renommée mondiale.

À propos de Capgemini

Capgemini est un acteur incontournable dans le secteur de la technologie, guidé par une mission d’amélioration continue grâce à l’innovation. Avec plus de 340 000 employés dans plus de 50 pays, l’entreprise s’engage à offrir des solutions durables pour un avenir inclusif. En 2023, le groupe a généré des revenus de 22,5 milliards d’euros.

Informations Complémentaires

Localisation : Brésil
Date de l’annonce : 17 juin 2025

Postulez dès maintenant !

Cette annonce d’emploi est proposée dans le respect des valeurs d’égalité des chances et d’inclusivité. Toute personne intéressée par ce poste est encouragée à postuler, quels que soient son origine, son sexe ou ses croyances. L’utilisation de compétences analytiques et stratégiques est essentielle pour proposer des solutions innovantes et basées sur des données dans le domaine des services financiers, et ce poste représente une étape clé pour les professionnels désireux de faire progresser leur carrière dans ce domaine.

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📅 Date de publication de l’offre : Tue, 17 Jun 2025 22:04:41 GMT

🏢 Entreprise : Capgemini

📍 Lieu : Brasil

💼 Intitulé du poste : FBS Director CX Analytics

💶 Rémunération proposée :

📝 Description du poste : Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.This position directs customer experience analytics to enhance the overall customer experience and optimize customer interactions. The role leverages deep analytical expertise to provide actionable insights, shape customer experience strategies, and align initiatives with business objectives. The position collaborates with senior and executive stakeholders to align analytical efforts with business objectives while serving as a subject matter expert. It develops and implements effective reporting systems and analytical tools while fostering a data-driven culture. The role provides leadership to direct reports and mentors analytics teams to enhance customer experience capabilities across initiatives, functions, and the enterprise.

• Oversees research initiatives including contextual interviews, surveys, A/B tests, and competitive evaluations to gather qualitative and quantitative customer data.
• Leads advanced analyses of customer feedback, behavior, and transactions to identify key trends and improvement opportunities across functions and the enterprise. Aligns analytical initiatives with business priorities by identifying, developing, and implementing tools and methodologies to synthesize customer data into actionable insights that inform development of the voice of the customer ecosystem.
• Provides leadership through customer experience analytics to influence and recommend strategies that optimize the customer experience. Directs the monitoring and analysis of performance metrics for customer touchpoints and journeys to identify trends and assess performance.
• Leads creation of models to evaluate key drivers of business outcomes and perform root cause analyses. Collaborates with senior and executive leadership to set program, priority, and journey level KPIs, OKRs, NPS, and other performance targets.
• Ensures metrics drive improvements in customer experience outcomes. Partners with project teams and senior and executive leadership to align customer experience analytics initiatives with business priorities.
• Leads identification and prioritization of improvement opportunities by leveraging data insights and advanced analytics to drive decisions. Provides thought leadership in developing customer experience strategies, frameworks, and roadmaps while ensuring projects are informed by comprehensive data analyses including cost-benefit analysis and journey documentation.
• Oversees execution and ensures analytics deliverables align with broader business objectives. Leads development and modernization of customer experience analytics reporting systems to enhance performance visibility across functions and the enterprise.
• Directs design and implementation of reporting frameworks, dashboards, and key performance indicators. Owns data integrity and quality assurance processes to ensure accurate and reliable reporting.
• Ensures reporting systems evolve to meet changing business needs. Directs customer experience optimization by leveraging deep expertise in customer experience analytics.
• Acts as a subject matter expert and decision authority to influence and shape optmization efforts through strong analytical practices.
• Helps stakeholders understand the value of customer experience improvements by advocating for customer-centric approaches.
• Communicates and presents with clarity, poise, and tactical and strategic relevance while championing the adoption of customer experience perspectives.
• Advances customer experience analysis capabilities across the team by staying updated on trends, tools, and best practices.
• Develops team members by setting clear and actionable growth plans and providing mentorship to enhance core competencies.
• Fosters a learning environment that encourages peer collaboration and skill development. Guides direct reports and team members to gain deeper knowledge of the business, company, and customers. Performs other duties as assigned.

RequirementsSkills

• People Leadership – Advanced

• Strategic Analysis – Advanced
• Executive Level Storytelling – Advanced
• Analytics AI – Intermediate
• Workflow Management / Prioritization – Advanced
• Connecting Analytics Work to Business Outcomes – Advanced
• Experimental Design – Intermediate
• Hypothesis Testing – Intermediate
• Modeling Algorithms – Intermediate

Software / Tool Skills

• SQL – Advanced (7+ Years)
• Excel – Advanced (7+ Years)
• PowerPoint & Office Suite – Advanced (7+ Years)
• Python – Advanced (7+ Years)
• R – Intermediate (4-6 Years)
• DBT – Intermediate (4-6 Years)
• PowerBI – Advanced (7+ Years)

• Snowflake – Intermediate (4-6 Years)

open-source cloud-enabled analytical programming languages – Intermediate (4-6 Years)
SAS – Intermediate (4-6 Years)BenefitsThis position comes with competitive compensation and benefits package: * Competitive salary and performance-based bonuses

• Comprehensive benefits package
• Home Office model
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally known group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development
• *Note: Benefits differ based on employee level

About CapgeminiCapgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

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