FBS Senior Operations Analyst

About the Role

Join Capgemini’s dynamic Digital Service Operations team, responsible for overseeing the entire spectrum of digital service operations across customer and agent experiences. This position acts as a strategic link between multiple cross-functional teams, driving integration of intelligent automation, advanced analytics, and generative AI technologies to upgrade both customer satisfaction and operational efficiency.

Key Responsibilities

• Supervise digital operations across diverse service journeys for customers and agents, ensuring seamless feature rollouts and issue fixes in collaboration with Product, Technology, and Architecture units.
• Define and monitor operational metrics, including customer experience scores (CSAT), First Contact Resolution (FCR), and system uptime, ensuring optimal digital channel performance.
• Lead real-time tracking of experiences, pinpoint friction areas, and propose improvements guided by user feedback and data insights.
• Oversee the resolution of high-priority defects and escalations, coordinating with various stakeholders for timely solutions.
• Create and manage live dashboards to highlight operational trends using tools such as Qualtrics, Mixpanel, and Fullstory.
• Integrate AI-powered insights and predictive models to proactively identify issues, optimize resource allocation, and enhance operational excellence.
• Operationalize AI copilots, automation solutions, and GenAI assistants to streamline agent tasks and improve self-service capabilities for customers.
• Champion governance standards for responsible AI, focusing on transparency, ethical considerations, data privacy, and bias prevention.
• Apply natural language processing (NLP), sentiment analysis, clustering, and behavioral modeling for journey analytics to enhance customer understanding.
• Identify and measure opportunities to leverage AI/ML for improved processes and agent support, including ROI analysis for automated solutions.
• Translate complex AI and analytical concepts for non-technical audiences, supporting actionable business recommendations.
• Utilize project management tools (such as Jira or Rally) and reporting software (Excel, Power BI) for process analytics and documentation.
• Remain available to operate in the Pacific Standard Time zone as needed.

Experience and Qualifications

• At least 4 years of professional experience, with 2 years specifically in customer research, user insight delivery, or process consulting, and an additional 2 years in analytics, performance tracking, or process improvement.
• Proficiency in Advanced project and process management methodologies; Agile experience is advantageous.
• Minimum of a Bachelor’s degree in Technology, Mathematics, Statistics, Business, or a related discipline. A Master’s in Management, Analytics, or Artificial Intelligence is preferred.
• Solid exposure to AI/ML-driven platforms or analytics tools and an ability to interpret the outcome of machine learning models.
• Able to communicate technical aspects of AI clearly to both technical and non-technical stakeholders.

Technical Skills & Tools

• Hands-on experience with AI/ML frameworks or data platforms (such as Azure ML, AWS SageMaker, Google Vertex AI, Power BI, Tableau).
• Practical knowledge of conversational AI, generative AI tools, and prompt engineering.
• Proficient in user feedback analysis platforms (Qualtrics, Fullstory, Mixpanel) and A/B testing technologies.
• Intermediate/advanced skills in Microsoft Excel, with competence in other MS Office tools.
• Familiarity with contact center and CMS solutions.
• Proficiency in data visualization and dashboard reporting.

Key Competencies

• Expertise in defect management, triage, monitoring, and resolution processes including root cause analysis (RCA).
• Excellent verbal, written, and stakeholder communication competencies.
• Ability to manage concurrent projects and deliver effectively under tight schedules.

Benefits and Additional Information

• Attractive compensation package with merit-based bonuses.
• Comprehensive health insurance and pension plans.
• Opportunities for professional development, training, and flexible working arrangements.
• Paid time off and a supportive, globally diverse work environment.
• Benefits may vary by employee grade and location.

About Capgemini

Capgemini is a globally recognized leader in digital transformation, employing over 340,000 individuals across 50+ countries. With deep industry knowledge and an emphasis on sustainable technology, Capgemini partners with organizations to deliver innovative solutions in cloud, data, AI, engineering, and operations.