ServiceNow CRM Transformation Lead - Managing Consultant

As a Managing Consultant - CRM Transformation, you will help clients redesign customer-facing and revenue-generating operating models using ServiceNow’s workflow platform, AI capabilities and ecosystem integrations.

You will act as a techno-functional SME across ServiceNow CRM capabilities, helping organisations transform customer service, field operations, commercial processes and ecosystem collaboration while accelerating growth and improving customer experience.

Key expectations from this role include:

Client Delivery & Advisory

• Define customer operations and revenue transformation strategies leveraging ServiceNow
• Advise senior stakeholders on:
• Customer experience transformation
• Revenue operations optimisation
• Ecosystem and partner collaboration models
• Business value realisation
• Translate business requirements into workflow-enabled operating models

Solution Design & Architecture

• Design and support implementation of:
• AI Control Tower (AI lifecycle management, governance, observability)
• Agentic AI workflows enabling autonomous execution
• Now Assist / GenAI use cases across workflows
• Define data, integration, and workflow architectures for AI-enabled ServiceNow solutions
• Customer & Revenue Workflow Transformation
• Design and support transformation initiatives across:
• Customer Service Management (CSM)
• Field Service Management (FSM)
• Revenue and commercial workflows
• Lead initiatives such as:
• Lead-to-order transformation
• Order-to-activation workflows
• Subscription and service monetisation

AI-enabled Customer Experience

• Design use cases leveraging:
• Customer AI Agents
• Agent Assist capabilities
• Knowledge automation
• Employee Works (MoveWorks)
• Enable AI-powered customer engagement and self-service experiences

Transformation Delivery

• Contribute to delivery of end-to-end transformation programmes
• Support design of supplier, partner and managed service provider collaboration model
• Ensure solution quality through governance and best practices

Business Development & Practice Contribution

• Contribute to proposals, RFPs, and client pitches focused on customer and revenue transformation
• Support development of Customer Workflow offerings and accelerators
• Participate in thought leadership and market-facing initiatives

• Proven experience in customer transformation, CRM, CX or service transformation consulting (10-15 years)

• Strong understanding of customer-facing operating models and workflow platforms

• Experience delivering digital transformation programmes

Technical & Functional Capabilities

• Experience in 2 or more of the following areas:

• ServiceNow CSM/FSM

• Salesforce, Microsoft Dynamics or CRM ecosystems

• Customer operations transformation

• Revenue operations and commercial process transformation

• Customer experience and journey redesign

• AI-enabled customer service capabilities

• Understanding of:

• Workflow design and process automation

• Customer experience platforms

• AI-enabled customer engagement models

Consulting & Leadership Skills

• Strong stakeholder management skills, including engagement with CCO, CRO and COO level stakeholders

• Ability to translate technology solutions into measurable business outcomes

• Experience contributing to proposals and sales activities

• Collaborative mindset with the ability to work across business and technology teams

We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client’s challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose., As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.

Business Technology is Capgemini Invent’s technology consulting and transformation advisory practice. Within Business Technology, our AI & Digital Acceleration team focuses on helping our clients to deliver technology transformation programmes for business value, and optimise the effectiveness and impact of their IT capability.

We are looking to hire a Managing Consultant into AI & Digital Acceleration to help sell and deliver ServiceNow-enabled customer, revenue and ecosystem transformation programmes and grow the Business Technology portfolio within our clients., At Capgemini we don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work.

We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy. We are a Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and, We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing., Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.