Frog - Customer Service Transformation Consultant​/Senior Consultant

frog - Customer Service Transformation Consultant

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 transformation 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 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:

We are looking for consultants with differing levels of experience including:

• 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 identity 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.

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).
• Assist in supporting the business transformation enabled by Customer Service tools to deliver key business capabilities (e.g., automation, channel strategy, customer insight, knowledge management)
• 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
• Collaborate…