Frog - Customer Experience; CX Transformation - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting‑edge solutions. Join us to drive transformation tailored to our client’s challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

frog is a leading global creative consultancy, part of Capgemini Invent. We challenge the status quo to craft and build human experiences that win hearts and move markets. Partnering with passionate leaders and visionary entrepreneurs, we apply creativity, strategy, design and data to re‑invent businesses, drive growth and orchestrate customer centric transformation. Together we strive to shape a regenerative future that is both sustainable and inclusive for businesses, people and planet.

We are seeking dynamic Senior Consultants within frog’s Customer Experience (CX) Transformation team, which focuses on Customer Service transformation or Marketing, with a strong analytical skill set. This role requires experience in Marketing, Sales, Customer Service and Commerce, with a proven ability to support the sales and delivery of innovative transformation solutions in this space.

As a Senior Consultant you will:

• Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning
• Conduct qualitative and quantitative customer research to uncover needs and validate opportunities
• Synthesize research into clear, compelling insights and client presentations that drive executive decision‑making
• Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed‑team models
• Contribute to business development efforts through research, proposal development, and strategic recommendations

An ideal candidate is a strategic thinker driven to deliver high‑impact results that enhance customer satisfaction and business value. This individual applies analytical skills, business knowledge, and collaborative skills to help develop solutions with clients and cross‑functional teams. They thrive in dynamic environments, embrace ambiguity, and consistently demonstrate initiative and ownership.

• 5+ years of relevant experience in two or more of the following areas:
• Strategy consulting: designing growth strategies, go‑to‑market plays, and business transformation programs
• Marketing, sales, or service strategy & activation:
  Experience either in agency or in‑house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise, or similar to help a brand reach and deliver their customer experience in the right channel, at the right time, and with the right message
• Transformation & operating model strategy:
  Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models, and considering the people/process/technology impacts of market changes on organizations
• Innovation & design strategy:
  Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models
• Commercial/financial modeling:
  Proficiency in business case development and revenue modeling
• Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients.
• Experience in working on solutions for Financial Services, or Consumer Products would be highly advantageous.
• Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills; fluent in English
• Highly structured and conceptual mindset coupled with strong quantitative and analytical problem‑solving aptitude
• An interest in new experiences, products, technologies, consumer and cultural trends that are shaping the present and the future
• Passion for collaborating with cross‑disciplinary teams of designers, technologists, researchers and other innovators
• Experience delivering…