frog - Customer Service Transformation Consultant

Apply for the role at Capgemini Invent.

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 customer experiences at scale, harnessing data and technology, and delivering market‑defining business models, products, services, brand engagements and communications. Frogs are curious, collaborative and courageous, united by a passion for improving the human experience across our areas of expertise.

What You Will Be Doing

• Help clients transform their customer and contact centre operations, leveraging technology to improve engagement and experience.
• Re‑imagine customer care strategies and operating models to deliver a service fit for the agentic era.
• Assess current contact centre capabilities, identify and build future capabilities of the service operation.
• Optimise existing technology, implement new solutions or improve ways of working to boost operational efficacy while delivering great customer experience.
• Put the user at the heart of work, shaping customer and colleague journeys across service touchpoints and redesigning processes.

An Overview Of The Role

This role blends management‑consulting skills with deep understanding of customer service, technology, strategy and operations.

Customer Service Transformation and Optimisation

• Support business transformation enabled by Customer Service platforms (e.g., Salesforce, Microsoft Dynamics, CCaaS, conversational AI).
• Support transformation enabled by Customer Service tools to deliver key business capabilities such as automation, channel strategy, customer insight and knowledge management.
• Work with customers to identify challenges and opportunities that enable them to deliver on their goals.
• Collaborate 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 and business outcomes.

CX Strategy Development

• Collaborate with clients to assess their current customer experience and the role of their tools and technologies.
• Design strategies to improve customer engagement, channel usage and contact drivers.
• Identify opportunities for innovation and process optimisation in customer‑facing processes and journeys.

Stakeholder Engagement

• Serve as a point of contact for clients, keeping them updated and aligned on delivery.
• Work with client teams to improve adoption of Customer Service & CX technology and ways of working.
• Collaborate with internal and external stakeholders to align solutions with business objectives.

What we look for

• Storyteller – can engage and excite across colleagues and clients through well‑crafted stories and messaging.
• Pragmatic problem‑solver – focuses on finding practical solutions and reducing complexity.
• Proactive and flexible – adopts a hands‑on approach and adapts to shifting priorities with ease.
• Collaborative team player – builds strong relationships and works effectively across diverse stakeholders.
• Excellent interpersonal skills – builds trust and fosters connections with colleagues, clients, and stakeholders.
• Adaptable and agile – thrives in dynamic environments and embraces agile ways of working.
• Intellectually curious – seeks new ways of doing things and applies rigour to developing points of view and proposals.

Bonus skills

• Experience with at least one of: Salesforce, Microsoft Dynamics, NICE, Genesys, AWS, Google Dialogflow.

Need to know

• We actively foster inclusion and empower employees to bring their whole selves to work.
• Flexibility is embedded in our culture; all UK employees are eligible to request flexible working arrangements.
• Employee wellbeing is vitally important. We provide mental health support and wellbeing apps.
• We are focused on using technology for a positive social impact, reducing carbon footprint and improving access to digital services.
• Capgemini has been named one of the world’s most ethical companies for 10 consecutive years.
• We are a Disability Confident Employer. Capgemini is proud to be a Disability Confident Employer (Level 2). We offer an interview to all candidates who declare a disability and meet the minimum essential criteria for the role. Please opt‑in during the application process.

About Capgemini Invent

Capgemini Invent is a global business and technology transformation partner helping organizations to accelerate their transition to a digital and sustainable world. We deliver end‑to‑end services and solutions across strategy, design, engineering and more, leveraging AI, cloud, and data capabilities.