CX Transformation Consultant/Senior Consultant

Frog; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

A leading consulting firm in Greater London is seeking a CX Transformation Consultant/Senior Consultant to focus on service transformation for clients. This role involves transforming customer and contact center operations while leveraging technology to optimize engagement. Candidates should be highly motivated with experience in customer care strategy and technology implementation. Working at the firm promotes a positive and collaborative culture where you can significantly impact client services and customer experiences.

Qualifications

• Highly motivated and experienced in customer service transformation.
• Ability to leverage technology for operational improvement.
• Skills in customer care strategy re‑imagination.

Responsibilities

• Transform customer and contact centre operations.
• Enhance client engagement through technology.
• Optimize existing technology and deliver great customer experience.
• Assess current contact centre capabilities and identify future capabilities.

Job description

CX Transformation Consultant/Senior Consultant

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 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