Frog - Director - Customer Experience & Service Transformation (Financial Services

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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

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.

Key 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. Linked In).

• 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…