Customer Experience (CX) Transformation - Senior Consultant

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Customer Experience (CX) Transformation - Senior Consultant

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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.

frog is a leading global creative consultancy, part of Capgemini Invent. We challenge the status quo to craft and build human experiences that win hearts and move markets. Partnering with passionate leaders and visionary entrepreneurs, we apply creativity, strategy, design and data to re-invent businesses, drive growth and orchestrate customer centric transformation. Together we strive to shape a regenerative future that is both sustainable and inclusive for businesses, people and planet.

Your Role

We are seeking dynamic Senior Consultants within frog’s Customer Experience (CX) Transformation team, which focuses on Customer Service transformation or Marketing, with a strong analytical skill set. This role requires experience in Marketing, Sales, Customer Service and Commerce, with a proven ability to support the sales and delivery of innovative transformation solutions in this space.

As a Senior Consultant you will

Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning

Conduct qualitative and quantitative customer research to uncover needs and validate opportunities

Synthesize research into clear, compelling insights and client presentations that drive executive decision-making

Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed-team models

Contribute to business development efforts through research, proposal development, and strategic recommendations

What we’re looking for

An ideal candidate is a strategic thinker driven to deliver high-impact results that enhance customer satisfaction and business value. This individual applies analytical skills, business knowledge, and collaborative skills to help develop solutions with clients and cross-functional teams. They thrive in dynamic environments, embrace ambiguity, and consistently demonstrate initiative and ownership.

Key qualifications include

5+ years of relevant experience in two or more of the following areas:

Strategy consulting: designing growth strategies, go-to-market plays, and business transformation programs

Marketing, sales, or service strategy & activation: Experience either in agency or in-house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise, or similar to help a brand reach and deliver their customer experience in the right channel, at the right time, and with the right message

Transformation & operating model strategy: Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models, and considering the people/process/technology impacts of market changes on organizations

Innovation & design strategy: Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models

Commercial/financial modeling: Proficiency in business case development and revenue modeling

Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients.

Experience in working on solutions for Financial Services, or Consumer Products would be highly advantageous.

Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills; fluent in English

Highly structured and conceptual mindset coupled with strong quantitative and analytical problem-solving aptitude

An interest in new experiences, products, technologies, consumer and cultural trends that are shaping the present and the future

Passion for collaborating with cross-disciplinary teams of designers, technologists, researchers and other innovators

Experience delivering strategy from early concept all the way to market launch

Ability to quickly form and succinctly convey a point of view on any topic

Ability to travel up to 75% to client sites, when required.

What You’ll Love About Working Here?

You’ll have the opportunity to

Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansion

Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations

Nurture and expand existing account relationships

Identify potential personal business relationships that can be leveraged by the practice to develop new business

Identify potential project extension and expansion opportunities while staffed on projects

Support the development of thought leadership and innovative offerings as they relate to AI/Data Science, Digital Customer Analytics, and Operational Analytics.

Support the upskilling of the team members on topics related to Data & Analytics

The base compensation range for this role in the posted location is: $112,600 to $212,700

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

Life and disability insurance

Employee assistance programs

Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.