Customer Experience (CX) Transformation - Senior Consultant

Frog; New York (NY); Hybrid; USD 112,600 - 212,700; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Job summary

A leading consulting firm is seeking a Senior Consultant focused on Customer Experience (CX) Transformation in New York. The ideal candidate will have over 5 years of relevant experience in areas like marketing and strategy consulting. Responsibilities include conducting market analysis, engaging clients, and supporting business development efforts. The compensation ranges from $112,600 to $212,700, reflecting experience and qualifications. A comprehensive benefits package is also offered.

Qualifications

• 5+ years in consulting, marketing, or customer experience roles.
• Experience in strategy consulting or marketing campaigns.
• Proven ability to deliver digital projects and services.

Responsibilities

• Conduct market analysis and identify opportunities.
• Engage clients through workshops and strategic discussions.
• Contribute to business development and proposal efforts.

Skills

Strategic thinking

Analytical skills

Communication skills

Collaboration

Education

Bachelor's degree

Job description

Customer Experience (CX) Transformation - Senior Consultant

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

Qualifications & Experience

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 strategy from early concept all the way to market launch.
• Ability to quickly form and succinctly convey a point of view on any topic.
• Ability to travel up to 75% to client sites, when required.

What You’ll Love About Working Here?

• Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansion
• Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations
• Nurture and expand existing account relationships
• Identify potential personal business relationships that can be leveraged by the practice to develop new business
• Identify potential project extension and expansion opportunities while staffed on projects
• Support the development of thought leadership and innovative offerings as they relate to AI/Data Science, Digital Customer Analytics, and Operational Analytics.
• Support the upskilling of the team members on topics related to Data & Analytics

The base compensation range for this role in the posted location is: $112,600 to $212,700

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

Capgemini offers a comprehensive, non‑negotiable benefits package to all regular, full‑time employees.

• Paid time off based on employee grade (A‑F), defined by policy: Vacation: 12‑25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

In addition, Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.