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For Companies At a Glance
- Tasks: Transform customer service operations using tech to enhance engagement and experience.
- Company: Join frog, part of Capgemini Invent, a leader in customer-centric transformation.
- Benefits: Flexible working, mental health support, and a focus on employee wellbeing.
- Why this job: Make a real impact by reimagining customer experiences and driving sustainable growth.
- Qualifications: Strong storytelling, problem-solving skills, and experience with customer service tools.
- Other info: Dynamic environment with a commitment to inclusion and ethical practices.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Apply for the Customer Service Transformation Consultant 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.
CSR
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.
frog - CX Transformation Consultant/Senior Consultant employer: Capgemini Invent
Contact Detail:
Capgemini Invent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land frog - CX Transformation Consultant/Senior Consultant
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Capgemini Invent or frog. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills in action! If you’ve got a portfolio or case studies, share them during your conversations. It’s a great way to demonstrate your problem-solving abilities and how you can add value to the team.
✨Tip Number 3
Prepare for the unexpected! Be ready for scenario-based questions that test your adaptability and collaborative spirit. Think of examples where you’ve thrived in dynamic environments and worked with diverse teams.
✨Tip Number 4
Don’t forget to follow up! After any meeting or interview, drop a quick thank-you note. It shows your enthusiasm and keeps you on their radar. Plus, it’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace frog - CX Transformation Consultant/Senior Consultant
Some tips for your application 🫡
Craft Your Story: We want to hear your unique journey! Make sure to weave in your experiences and how they relate to the role. A well-crafted story can really engage us and show why you're the perfect fit.
Showcase Your Problem-Solving Skills: As a pragmatic problem-solver, highlight specific examples where you've tackled challenges head-on. We love seeing how you approach complex situations and find practical solutions!
Be Proactive and Flexible: In your application, demonstrate your adaptability and hands-on approach. Share instances where you've successfully navigated shifting priorities or embraced new ways of working – it’s a big plus for us!
Connect with Us: Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, we’re excited to see what you bring to the table!
How to prepare for a job interview at Capgemini Invent
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and transformation. Understand how technology like Salesforce or Microsoft Dynamics can enhance customer service. Being able to discuss these tools confidently will show that you're not just familiar with the industry but also ready to dive into the role.
✨Craft Your Story
As a storyteller, you’ll need to engage your interviewers with compelling narratives. Prepare examples from your past experiences where you've successfully transformed customer service operations or improved engagement. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Show Off Your Problem-Solving Skills
Be ready to tackle hypothetical scenarios during the interview. Think about how you would approach common challenges in customer service transformation. Demonstrating a pragmatic problem-solving mindset will resonate well with the interviewers, as they value practical solutions.
✨Emphasise Collaboration
Since this role involves working with diverse stakeholders, highlight your teamwork skills. Share examples of how you've collaborated with different teams to achieve a common goal. This will showcase your ability to build strong relationships and work effectively across various groups.
