Senior Operations Analyst - CMS & Messaging/Martech

Job Description

Role Overview:You will be operating at the intersection of digital operations, customer experience, and AIpowered transformation. Your main responsibility will be to drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to enhance customer experiences, agent efficiency, and operational performance.Key Responsibilities:- 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 AIinformed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting.- Manage AIenabled dashboards and monitoring systems that surface realtime anomalies, experience dips, and emerging performance trends.- Partner with CX, analytics, and engineering teams to run A/B tests leveraging AIgenerated variants, measuring uplift and customer impact.- Translate customer and agent insights using AIpowered 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.Qualification Required:- Overall experience >4-6 years, with 2 years experience required in relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change, and 2 years of combined experience required in analytics, performance reporting, and/or process improvement.- Advanced project and process management experience, Agile preferred.- Bachelors degree preferred in Technology, Mathematics, Statistics, Business, or related field.- Masters degree preferred in Management, Analytics, Artificial Intelligence.- Experience working with AI/MLdriven platforms or analytics tools.- Background or coursework in AI, machine learning, data science, or humancentered AI preferred.- Demonstrated ability to translate technical AI concepts into business language for nontechnical stakeholders.- Availability to work in PST time zone.Company Details:Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. With over 340,000 team members in more than 50 countries, Capgemini is trusted by its clients to address 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 generated 22.5 billion in revenues in 2023. Role Overview:You will be operating at the intersection of digital operations, customer experience, and AIpowered transformation. Your main responsibility will be to drive the integration of intelligent automation, predictive analytics, and GenAI capabilities into digital service channels to enhance customer experiences, agent efficiency, and operational performance.Key Responsibilities:- 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 AIinformed business cases, including ROI modeling for predictive experiences, intelligent routing, and automated troubleshooting.- Manage AIenabled dashboards and monitoring systems that surface realtime anomalies, experience dips, and emerging performance trends.- Partner with CX, analytics, and engineering teams to run A/B tests leveraging AIgenerated variants, measuring uplift and customer impact.- Translate customer and agent insights using AIpowered 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.Qualification Required:- Overall experience >4-6 years, with 2 years experience required in relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change, and 2 years of combined experience required in analytics, performance reporting, and/or process improvement.- Advanced project and process management experience, Agile preferred.- Bachelors degree preferred in Technology, Mathematics, Statistics, Business, or related field.- Masters degree preferred in Management, Analytics, Artificial Intelligence.- Experience working with AI/MLdriven platforms or analytics tools.- Background or coursework in AI, machine learning, data science, or humancentered AI preferred.- Demonstrated ability to translate technical AI concepts into business language for nontechnical stakeholders.- Availability to work in PST time zone.Company Details:Capge

Keyskills :
Content Management SystemsMessaging PlatformsPerformance reportingAgileWorkflow optimizationHyperpersonalizationDataintegritytroubleshooting