Customer Experience (CX) Transformation - Senior Consultant Job New York New York USA,Business

Location: New York

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

Qualifications & Experience

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…