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For Companies At a Glance
- Tasks: Transform customer service operations and enhance engagement through innovative technology solutions.
- Company: Join frog, part of Capgemini Invent, a leader in customer experience transformation.
- Benefits: Flexible working arrangements, focus on employee wellbeing, and a vibrant company culture.
- Why this job: Make a real impact by reimagining customer experiences and driving sustainable growth.
- Qualifications: Experience in business consulting and customer service transformation is essential.
- Other info: Inclusive work environment with opportunities for professional growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the frog - CX Transformation Consultant/Senior Consultant role at Consultancy.uk.
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 experiences at scale, 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 becoming part of a global network of studios with a thriving in‑person and vibrant virtual culture. Frogs are curious, collaborative and courageous, united by a passion for improving the human experience. We draw on our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. We pride on positivity, humour and community, while delivering high performance.
What You Will Be Doing
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 transform their customer and contact centre operations, leveraging technology to improve engagement.
- Re‑imagine customer care strategies and operating models to deliver a service fit for the agentic era.
- Assess current contact centre capabilities and identify and build future capabilities.
- Optimize technology, implement new technology or improve ways of working to deliver great customer experience and service vision.
- Put the user at heart of work, shaping customer and colleague journeys across service touchpoints and redesigning processes to improve overall 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 (e.g., Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, conversational AI) or at least a solid understanding of required capabilities.
- Passion for shaping organisations to adapt to new trends in Customer Care, including Agentic AI.
- Experience supporting clients to identify challenges and applying expertise to improve customer journeys, communications and experiences.
- Proven experience designing and delivering Service and CRM strategies and operating models.
An Overview Of The Role
This role blends management consulting skills with Customer Service, Technology understanding, Strategy and Operations. We are looking for Consultants and Senior Consultants to join our team.
Customer Service Transformation And Optimisation
- Assist in supporting the business transformation enabled by adopting Customer Service platforms (e.g., Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI).
- Support the business transformation enabled by Customer Service tools to deliver key business capabilities (e.g., automation, channel strategy, customer insight, knowledge management).
- Identify challenges and opportunities that enable customers to deliver on their goals.
- Collaborate with technology, data, and customer teams to deliver solutions for large‑scale service transformation projects focused on customer centricity & business outcomes.
CX Strategy Development
- Collaborate with clients to assess current customer experience and evaluate 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.
- Improve adoption of Customer Service & CX technology and ways of working to drive better engagement outcomes.
- Collaborate with internal and external stakeholders to align solutions with business objectives.
What We Look For
A good fit will bring many of the following skills, experience and attributes:
- Storyteller: Engages and excites colleagues and clients through well‑crafted stories and messaging.
- Pragmatic problem‑solver: Seeks practical solutions and reduces complexity to drive results.
- Proactive and flexible: Hands‑on approach with agility in shifting priorities.
- Collaborative team player: Builds strong relationships across stakeholders.
- Excellent interpersonal skills: Builds trust and strong connections.
- Adaptable and agile: Thrives in dynamic environments and embraces modern agile ways of working.
- Intellectually curious: Seeks new ways of doing things and applies intellectual rigour to develop 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.
Need to Know
We actively create inclusive workspaces based on our core values and the Inclusive Futures for All campaign. We embed hybrid working in everything we do and offer flexible arrangements. Employee wellbeing is vitally important; we have Mental Health Champions, Thrive and Peppy apps. We are a Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident Scheme. We offer an interview to all candidates who declare a disability and meet the minimum essential criteria for the role.
About Capgemini Invent
Capgemini is a global partner in business and technology transformation, helping organisations accelerate digital and sustainable transitions. With a deep industry expertise and partner ecosystem, we deliver end‑to‑end services and solutions across strategy, design, engineering and more.
frog - CX Transformation Consultant/Senior Consultant employer: Consultancy.uk
Contact Detail:
Consultancy.uk 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 current or former employees at frog through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding frog's values and recent projects. Show us how your experience aligns with their mission of improving customer experiences. Tailor your stories to highlight your relevant skills!
✨Tip Number 3
Practice your storytelling skills! Frog loves engaging narratives, so think about how you can present your past experiences in a way that captivates your audience and showcases your problem-solving abilities.
✨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 frog and ready to dive into the exciting work we do.
We think you need these skills to ace frog - CX Transformation Consultant/Senior Consultant
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the CX Transformation Consultant role. Highlight your relevant experience in customer service transformation and any hands-on work with CRM platforms. We want to see how your skills align with what we're looking for!
Showcase Your Storytelling Skills: As a consultant, storytelling is key! Use your application to demonstrate how you've engaged clients and colleagues through compelling narratives. We love candidates who can communicate their ideas clearly and effectively.
Be Proactive and Flexible: In your written application, reflect on your proactive approach to problem-solving and adaptability in dynamic environments. Share examples of how you've successfully navigated shifting priorities in past roles – it’s something we value highly at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our vibrant community at frog!
How to prepare for a job interview at Consultancy.uk
✨Know Your Stuff
Make sure you’re well-versed in customer service transformation and the technologies involved, like Salesforce or Microsoft Dynamics. Brush up on your knowledge of how these platforms can enhance customer experiences, as this will show your potential employer that you’re not just familiar with the tools but understand their impact.
✨Showcase Your Storytelling Skills
As a consultant, you’ll need to engage clients with compelling narratives. Prepare examples of how you've successfully transformed customer journeys in the past. Use the STAR method (Situation, Task, Action, Result) to structure your stories, making them clear and impactful.
✨Be Ready to Problem-Solve
Expect scenario-based questions where you’ll need to demonstrate your problem-solving skills. Think about challenges you’ve faced in previous roles and how you tackled them. Highlight your pragmatic approach and flexibility in adapting to new situations.
✨Emphasise Collaboration
Frog values teamwork, so be prepared to discuss how you’ve worked with diverse teams in the past. Share specific examples of how you’ve built relationships with stakeholders and collaborated to achieve common goals. This will show that you’re a team player who can thrive in a collaborative environment.
