Frog - Customer Service Transformation Managing Consultant

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.

Why Join frogSince 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

This is a pivotal role that combines delivery excellence with business growth and capability development. You will leverage your knowledge and experience to help shape and create relevant offers and proposals to engage and inspire clients and colleagues alike to grow our business

An overview of the role

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

Customer Service Transformation and Optimisation:

• Lead or assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI).
• Lead or 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 key point of contact for clients, providing timely…