Overview
frog – CX Service Managing Consultant – London
Reference Code: 336452-en_GB
Contract Type: Permanent
Professional Communities: Strategy & Transformation
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, 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.
What you will be doing ?
We are seeking a highly motivated and experienced CX Transformation Business Consultant with a passion for transforming Customer Experience to join our team. In this role, you will play a pivotal part in helping clients optimize their CX strategies, with a focus on Customer Service and helping them to identify how to leverage CX technology, and best practices to improve customer engagement, streamline processes, and drive business growth. Experience working with other customer facing functions including Marketing would be beneficial.
As a Managing Consultant in frog’s CX Transformation team, you will work closely with clients and colleagues on project teams to design new ways of working across the Customer lifecycle and support the realisation of customer and business value through the implementation of business led, tech enabled transformation.
You should have some of the following experience:
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Previous experience in delivering customer experience (CX), Customer Service, or a similar role.
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Hands-on experience as an end user in CRM, Customer Service and Marketing platforms would be ideal but at least an understanding for capabilities is needed (e.g., Salesforce, Microsoft Dynamics, Adobe).
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Passion for shaping organisations to adapt to new trends in Customer Engagement, including the role of Agentic AI in transforming Contact Centres
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Supporting clients to identity challenges and applying your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals
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Proven experience in designing and delivering CRM and CX strategies.
An overview of the role
This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations.
CX Strategy Development:
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Collaborate with clients to assess their current customer experience and the role of their CX and Martech tools in enabling this.
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Design strategies to improve customer engagement, retention, and loyalty.
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Identify opportunities for innovation and process optimization in customer facing processes and customer service journeys.
Customer Service Implementation and Optimization:
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Lead or assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics).
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Lead or assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation).
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Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
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Work with technology, data and customer teams internally and externally to develop customer first solutions
Stakeholder Engagement:
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Serve as a key point of contact for clients, ensuring smooth communication and delivery.
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Work with client teams to improve adoption of CX technology and ways of working to drive better Customer Engagement outcomes.
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Collaborate with internal and external stakeholders to align solutions with business objectives.
What we look for:
A good fit for this role will bring many of the skills, experience, and attributes below
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Strategic Leader – Capable of managing high-performing teams while delivering impactful approaches that drive measurable results for our clients
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Experience seller – a keen interest to identity and drive potential opportunities with clients that will open up areas for frog to expand
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Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results.
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Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease.
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Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
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Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
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Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working
It would be a bonus if you had:
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Experience working with at least one of these platform providers – Adobe, Salesforce, Microsoft
Application instructions
Application Instructions
(This is only required if we are asking for portfolios to be included or if any specifics are required)
frog is a global business with teams working from every corner of the world. To help us process your application, please ensure that your application documents (CV, cover letter, portfolio, etc.) are all in English.
We don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you 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 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.
CSR
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.
Whilst you will have London, Manchester or Glasgow 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 grade and on company and personal performance.
About Capgemini
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. The Group reported 2023 global revenues of €22.5 billion.
More information is at available at: https://www.capgemini.com/gb-en/service/invent/
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
