frog - Customer Service Transformation Consultant/Senior Consultant in London

Since 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.

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 transform 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 the 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.

You should have some of the following experience:

• Previous experience in business consulting and successfully transforming customer service operations at scale.
• Hands-on experience as an end user in Customer Service and CRM platforms would be ideal but at least an understanding for capabilities that are needed (e.g., Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, conversational AI).
• Passion for shaping organisations to adapt to new trends in Customer Care, including the role of Agentic AI in transforming Contact Centres.
• Supporting clients to identify challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals.
• Proven experience in designing and delivering Service and CRM strategies and operating models.

This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations. We are looking for Consultants and Senior Consultants to join our team. Ideal candidates will bring:

• Consultant level: Strong foundational consulting experience with a track record of delivering projects and contributing to client engagements.
• Senior Consultant level: Proven ability to lead workstreams, manage client relationships, and deliver high-quality outcomes with increasing autonomy.

Customer Service Transformation and Optimisation:

• Assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI).
• 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 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 to drive better Customer Engagement outcomes.
• Collaborate with internal and external stakeholders to align solutions with business objectives.

A good fit for this role will bring many of the skills, experience, and attributes below:

• Storyteller - can engage and excite across colleagues and clients alike through well-crafted stories and messaging.
• Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.
• Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease.
• Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
• Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
• Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.
• Intellectually curious – seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals.

It would be a bonus if you had:

• Experience working with at least one of these platform providers – Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow.

We don’t just believe in inclusion, we actively go out to make it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring your whole self to work. We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability and meet the minimum essential criteria for the role. Please opt in during the application process.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice. We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent on grade and on company and personal performance.