About the Position

Why join frog?

frog is part of Capgemini Invent and 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 experience 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 upon our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets.

Frogs value humour, positivity, and community just as highly as performance and outcomes. We have an open, flexible and inclusive culture. Working at frog means you are empowered to meet the moment and Make Your Mark on every project.

What you will be doing

We are seeking a dynamic and visionary Director to grow our FS business through our Customer Experience Transformation activities, focusing on Customer Service and CRM. This is a senior leadership role for an experienced consultant with deep capability and sector expertise, a strong track record of digital and operational transformation, and a passion for delivering exceptional end-to-end experiences for both customers and frontline colleagues.

You will play a pivotal role in shaping and delivering Service & CRM Transformation programmes for leading FS organisations particularly in insurance and retail banking. You will leverage your hands-on experience of large-scale programmes, your network of industry relationships, and your thought leadership to create innovative proposals and deliver tangible benefit to both clients and customers alike.

Responsibilities

Lead and grow frog’s Service Transformation activities across FS clients contributing to the overall growth of our business with FS clients.
Create and deliver transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences, and delivering innovative customer care.
Lead and deliver large-scale and complex programmes of work from inception to implementation that leverage Capgemini group-wide capabilities, have sound commercial foundation, measurable business outcomes, and that excite and engage our clients and colleagues.
Lead business development, including shaping proposals, responding to bids, pitching to clients, and growing key accounts.
Build trusted relationships as a strategic advisor to senior client stakeholders, including C-suite leaders, leveraging your deep sector knowledge and consultancy experience.
Inspire, coach, and develop high-performing teams, fostering a culture of creativity, collaboration, and excellence.
Build and maintain a strong external presence through thought leadership, speaking engagements, and social media (e.g. LinkedIn).

Requirements

Strong consulting experience, ideally within a Big 4 firm or top-tier consultancy/strategy house.
Deep sector expertise in FS, in particular Insurance, with a strong understanding of market trends, regulatory landscape, and customer needs.
Strong knowledge and experience of Service Transformation, leveraging technology such as CRM & CCaaS platforms (e.g. Salesforce, MS Dynamics, Google Dialogflow, Nice, Genesys etc), customer care operations, and customer journey design.
Proven track record of delivering complex transformation programmes in the insurance sector.
Respected industry leader with a visible online presence and a strong network of insurance sector contacts.
Passion for innovation and a human-centred approach to problem-solving.
Experience working in or leading a sector-focused team within a consultancy is highly desirable.

Nice to Have

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

We Offer

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.

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 fuelled by its market-leading capabilities in AI, cloud, and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

More information is available at: https://www.capgemini.com/gb-en/service/invent/

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.

Ref. code: 416512

Posted on: 7 Jul 2026

Experience Level: Executives

Contract Type: Permanent

Location: London, GB

Brand: frog

Professional Community: Strategy & Transformation

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