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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 in London 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 in London
✨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 experience with customer service platforms like Salesforce or Microsoft Dynamics, consider creating a portfolio or case studies that highlight your successes. This can really set you apart!
✨Tip Number 3
Prepare for the interview by understanding the company culture. Frog values curiosity and collaboration, so think of examples from your past where you’ve demonstrated these traits. It’ll help you connect with the interviewers!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Capgemini Invent.
We think you need these skills to ace frog - CX Transformation Consultant/Senior Consultant in London
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 narrative can really set you apart from the crowd.
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 Authentic: Let your personality shine through! We value authenticity, so don’t be afraid to show us who you are. This helps us see how you’d fit into our collaborative culture.
Apply Through Our Website: Make it easy for us to find your application by applying directly through our website. It streamlines the process and ensures we get all your details right!
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 service transformation. Understand how technology like Salesforce or Microsoft Dynamics can enhance customer engagement. Being able to discuss these tools confidently will show that you're ready to dive into the role.
✨Craft Your Story
Prepare a few compelling stories that showcase your problem-solving skills and collaborative spirit. Think about times when you've successfully transformed a process or improved customer interactions. This will help you connect with the interviewers and demonstrate your fit for the role.
✨Ask Smart Questions
Come prepared with insightful questions about the company's approach to customer service transformation. Inquire about their current challenges and how they envision the future of customer experience. This shows your genuine interest and helps you understand if the company aligns with your values.
✨Show Your Flexibility
Be ready to discuss how you've adapted to changing priorities in past roles. Highlight your ability to thrive in dynamic environments, as this is crucial for a role that involves collaboration across diverse stakeholders. Demonstrating your adaptability will resonate well with the interviewers.
