CX Transformation Consultant/Senior Consultant

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Global

Customer Transformation

London

CX Transformation Consultant/Senior Consultant

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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 transformation 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

You should have some of the following experience

We are looking for consultants with differing levels of experience including:

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 identity 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

An overview of the role

This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations.

We are looking for Consultants and Senior Consultants to join our team. Ideal candidates will bring:

Consultant level: Strong foundational consulting experience with a track record of delivering projects and contributing to client engagements.

Senior Consultant level: Proven ability to lead workstreams, manage client relationships, and deliver high-quality outcomes with increasing autonomy.

Customer Service Transformation and Optimisation

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

CX Strategy Development

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

Stakeholder Engagement

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.

What we look for

A good fit for this role will bring many of the skills, experience, and attributes below:

Storyteller - can engage and excite across colleagues and clients alike through well-crafted stories and messaging

Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.

Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease.

Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.

Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.

Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working

Intellectually curious – seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals

It would be a bonus if you had

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

Need to know

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.