About the Position

CX Transformation Consultant/Senior Consultant

Why Join frog

Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.

Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. Frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to meet the moment, and Make Your Mark on every project, in your studio, your community-and the world at large.

What You Will Be Doing

We are seeking highly motivated and experienced consultants to join our Customer Service Transformation team. In this role you will play a key part in helping our clients to transform their customer and contact centre operations and leverage technology to improve the way they engage with their customers. From re-imagining customer care strategies and operating models delivering a service fit for the agentic era to assessing current contact centre capabilities and identifying and building the future capabilities of the service operation.

There has never been a more exciting time to be focused on service transformation.

You will help clients to boost their operational efficacy by optimising their current technology, implementing new technology or simply improving ways of working whilst also delivering great customer experience and service vision.

Throughout your work you will need to put the user at heart of what you do as you shape both customer and colleague journeys across service touchpoints and re-design processes to improve the overall customer and colleague experience.

Responsibilities

Assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI).
Assist in supporting the business transformation enabled by Customer Service tools to deliver key business capabilities (e.g., automation, channel strategy, customer insight, knowledge management).
Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
Work collaboratively with technology, data and customer teams internally and externally to develop and deliver solutions for large scale service transformation projects with a focus on customer centricity & business outcomes.
Collaborate with clients to assess their current customer experience and the role of their tools and technologies in enabling this.
Design strategies to improve customer engagement, channel usage and contact drivers.
Identify opportunities for innovation and process optimisation in customer facing processes and customer service journeys.
Serve as a point of contact for clients, keeping them updated and alignment on delivery.
Work with client teams to improve adoption of Customer Service & CX technology and ways of working to drive better Customer Engagement outcomes.
Collaborate with internal and external stakeholders to align solutions with business objectives.

Requirements

Previous experience in business consulting and successfully transforming customer service operations at scale.
Hands-on experience as an end user in Customer Service and CRM platforms would be ideal but at least an understanding for capabilities that are needed (e.g., Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, conversational AI).
Passion for shaping organisations to adapt to new trends in Customer Care, including the role of Agentic AI in transforming Contact Centres.
Supporting clients to identify challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals.
Proven experience in designing and delivering Service and CRM strategies and operating models.

Nice to Have

Experience working with at least one of these platform providers – Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow.

We Offer

Flexible benefits options to suit your personal circumstances.
A variable element dependent on grade, company and personal performance.
Hybrid working arrangements.
Employee wellbeing support including trained ‘Mental Health Champions’ and access to wellbeing apps such as Thrive and Peppy.
Opportunities to make a positive social impact through tech.

About the Company

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.

Inclusion and Diversity

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 your 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 as 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.

CSR

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.

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
Meet the minimum essential criteria for the role.

Please opt in during the application process.

CX Transformation Consultant/Senior Consultant

Tech Stack

Job Description, Responsibilities & Requirements