frog - CX Service Managing Consultant

Capgemini; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global consulting firm in London seeks a CX Transformation Business Consultant to enhance client customer experience strategies. You will leverage CRM technologies to streamline processes and drive growth. Ideal candidates will have consulting experience, strong skills in CRM, and a strategic mindset. Flexible working arrangements available.

Benefits

Flexible working arrangements

Employee wellbeing programs

Mental health support

Qualifications

• Experience in delivering customer experience in a consulting environment.
• Hands-on CRM experience preferred to support clients.
• Ability to design and implement CX strategies.

Responsibilities

• Optimize client CX strategies and processes.
• Lead the transformation using customer service platforms.
• Engage stakeholders to improve technology adoption.

Skills

Delivering customer experience (CX)

CRM platform experience

Customer Service operations

Strategic leadership

Proactive problem-solving

Stakeholder engagement

Tools

Salesforce

Microsoft Dynamics

Adobe

Job description

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 optimise 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:

• Previous experience in delivering customer experience (CX), Customer Service, or a similar role.
• 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).
• Passion for shaping organisations to adapt to new trends in Customer Engagement, including the role of Agentic AI in transforming Contact Centres.
• Supporting clients to identify 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 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

• Collaborate with clients to assess their current customer experience and the role of their CX and Martech tools in enabling this.
• Design strategies to improve customer engagement, retention, and loyalty.
• Identify opportunities for innovation and process optimisation in customer‑facing processes and customer service journeys.

Customer Service Implementation and Optimisation

• Lead or support the business transformation enabled by the adoption of Customer Service platforms (e.g., Salesforce, Microsoft Dynamics).
• Lead or support the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation).
• Work with customers to identify challenges and opportunities that will enable them to deliver on their goals.
• Work with technology, data and customer teams internally and externally to develop customer‑first solutions.

Stakeholder Engagement

• Serve as a key point of contact for clients, ensuring smooth communication and delivery.
• Work with client teams to improve adoption of CX technology and ways of working to drive better Customer Engagement outcomes.
• 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.

• Strategic Leader – Capable of managing high‑performing teams while delivering impactful approaches that drive measurable results for our clients.
• Experience seller – A keen interest to identify and drive potential opportunities with clients that will open up areas for frog to expand.
• Pragmatic problem‑solver – Focuses on finding practical solutions and reducing complexity to drive results.
• Proactive and flexible – Adopts a hands‑on approach to solving problems and adjusts to shifting priorities with ease.
• Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
• Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
• Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working.

It would be a bonus if you had

• Experience working with at least one of these platform providers – Adobe, Salesforce, Microsoft.

Application instructions

We request that you provide all application documents (CV, cover letter, portfolio, etc.) in English. Please ensure your portfolio (if required) is attached.

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 – we support wellbeing with mental health champions and wellbeing apps such as Thrive and Peppy.

CSR

We’re also focused on using tech to have a positive social impact. We’re working to reduce our own carbon footprint and improve everyone's access to a digital world. We have been named one of the world’s most ethical companies by the Ethisphere Institute for the 10th year.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations 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 heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. Visit our website for more information.