Frog - CX Transformation Consultant​/Senior Consultant

frog - CX Transformation Consultant / Senior Consultant

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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.

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.

• 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.

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.

• 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.

• 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.

• 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.

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…