frog, Director - Service/Contact Center Transformation

Capgemini Invent; Irving (TX); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Paid time off

Medical, dental & vision coverage

Retirement savings plans

Job summary

Capgemini Invent seeks a senior leader to guide Enterprise-level Customer Experience Transformation for a major Energy & Utilities client. You will unite strategy, design, data and change to deliver measurable business value across the customer lifecycle and operating models.

You will partner with executives, shape the transformation agenda, and drive value realization through cross-functional teams, ensuring alignment from strategy to execution. Travel expectations apply.

Qualifications

• 12+ years of relevant experience in contact center technology, customer service transformation, field service or field operations, or technology consulting, including significant responsibility for strategy, architecture, platforms, integration, and delivery.
• A track record leading complex, enterprise-scale transformation in which customer journeys, operating models, processes, technology, data, organization and change had to move together.
• Deep understanding of customer experience as a discipline, including journey and lifecycle management, service design, experience orchestration, measurement and governance.
• Strong business-operations fluency, including workflow redesign, operational effectiveness, organizational design, performance management and continuous improvement.
• Experience developing investment cases, quantifying ROI and cost of inaction, linking experience outcomes to operational and financial measures, and governing benefits realization.
• Demonstrated ability to advise C-suite and senior functional leaders, facilitate difficult decisions and build trust across groups with competing priorities.
• Experience leading multidisciplinary teams and complex programs through ambiguity, from diagnostic and strategy through mobilization and execution.
• Excellent executive communication, storytelling and writing skills, with the judgment to make complex issues clear without oversimplifying them.
• Bachelor’s degree or equivalent professional experience and ability to travel up to [50%] based on client and business needs.

Responsibilities

• Advise and orchestrate at the enterprise level across transformation agendas.
• Serve as a chief-of-staff-style partner when needed, preparing decisions, connecting workstreams, resolving dependencies, surfacing risks and driving commitments to action.
• Build relationships across customer, operations, technology, finance and regulatory stakeholders.
• Create executive narratives, decision materials and governance forums that enable informed decisions and alignment.
• Assess the end-to-end customer lifecycle across digital, voice, messaging, field, billing, payment, outage and service channels.
• Identify journey breakdowns, handoffs, policies, process and data gaps that create friction, repeat demand and avoidable cost.
• Connect NPS, CSAT, customer effort, complaints and trust to their underlying operational drivers.
• Use journey maps, service blueprints and operating-model views to make organizational cause and effect visible.
• Ensure solutions address high-stakes utility moments including service initiation, billing, affordability, outages, emergencies and field service.
• Define the CX vision, target-state journeys and roadmap, translating them into coordinated people, process, policy, data and technology initiatives.
• Design customer operating models, workflows, governance, capabilities, roles and performance systems.
• Assess operational effectiveness across demand, cycle time, first-contact resolution, rework, channel migration, productivity and cost to serve.
• Balance customer outcomes with resilience, affordability, accessibility, regulatory obligations and legacy constraints.
• Lead multidisciplinary frog and Capgemini teams alongside clients, partners and vendors.
• Develop fact-based business cases quantifying ROI and the cost of inaction across revenue, cost, risk, capacity and customer value.
• Link operational indicators to customer outcomes and financial results.
• Establish baselines, benefits owners, governance and value-realization plans to track impact.
• Prioritize high-value interventions and balance near-term improvement with long-term reinvention.
• Position NPS improvement as the result of coordinated journey and operational improvements, not a stand-alone score initiative.
• Identify unmet needs and shape follow-on opportunities using capabilities across frog and Capgemini Invent.
• Contribute to proposals, executive pitches, points of view and account planning while protecting delivery quality and client trust.
• Strengthen frog’s CX Transformation capability through methods, reusable assets, case studies, talent development and thought leadership.
• Coach senior practitioners and integrate strategy, design and operational disciplines into one team.

Education

Bachelor's degree or equivalent professional experience

Job description

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.

About The Job You’re Considering

As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. We are looking for leaders who are curious, adaptable, and ready to help clients reimagine how work gets done.

frog is the reinvention and experience partner for the eco-digital era and the customer experience and design practice of Capgemini Invent. Within frog’s Customer Transformation practice, we help organizations modernize customer service by connecting experience strategy, operating-model transformation, AI-enabled service, field operations, data, design, and technology.

This Director, Customer Experience Transformation, you will serve as a senior advisor to a major Energy & Utilities client and help its leaders turn customer ambition into enterprise-wide change. You will look beyond individual channels, platforms or moments to understand the full customer lifecycle, the operating system behind it, and the decisions required to improve both the experience and the economics of delivering it.

This is a highly client-facing leadership role for someone who can operate as a trusted advisor, transformation leader and chief-of-staff-style partner. You will connect priorities across customer operations, digital, contact centers, field service, billing, outage management, technology, data, finance and change. You will help the client see how one decision changes the wider journey, translate that cause and effect into an executable transformation agenda, and keep leaders aligned from strategy through value realization.

The role sits within frog’s growing Customer Experience Transformation capability. It is not a narrow service-design, technology-implementation or contact-center role. Success requires equal fluency in customer experience, business operations, organizational change and value creation.

Your Role

Advise and orchestrate at the enterprise level

• Act as a trusted advisor to senior executives, bringing structure, momentum and clarity to complex transformation agendas.
• Serve as a chief-of-staff-style partner when needed, preparing decisions, connecting workstreams, resolving dependencies, surfacing risks and driving commitments to action.
• Build relationships across customer, operations, technology, finance and regulatory stakeholders.
• Create executive narratives, decision materials and governance forums that enable informed decisions and alignment.

Connect the customer journey to the enterprise

• Assess the end-to-end customer lifecycle across digital, voice, messaging, field, billing, payment, outage and service channels.
• Identify journey breakdowns, handoffs, policies, process and data gaps that create friction, repeat demand and avoidable cost.
• Connect NPS, CSAT, customer effort, complaints and trust to their underlying operational drivers.
• Use journey maps, service blueprints and operating-model views to make organizational cause and effect visible.
• Ensure solutions address high-stakes utility moments including service initiation, billing, affordability, outages, emergencies and field service.

Design and lead transformation

• Define the CX vision, target-state journeys and roadmap, translating them into coordinated people, process, policy, data and technology initiatives.
• Design customer operating models, workflows, governance, capabilities, roles and performance systems.
• Assess operational effectiveness across demand, cycle time, first-contact resolution, rework, channel migration, productivity and cost to serve.
• Balance customer outcomes with resilience, affordability, accessibility, regulatory obligations and legacy constraints.
• Lead multidisciplinary frog and Capgemini teams alongside clients, partners and vendors.

Build the value case and measure outcomes

• Develop fact-based business cases quantifying ROI and the cost of inaction across revenue, cost, risk, capacity and customer value.
• Link operational indicators to customer outcomes and financial results.
• Establish baselines, benefits owners, governance and value-realization plans to track impact.
• Prioritize high-value interventions and balance near-term improvement with long-term reinvention.
• Position NPS improvement as the result of coordinated journey and operational improvements, not a stand-alone score initiative.

Grow the client and capability

• Identify unmet needs and shape follow-on opportunities using capabilities across frog and Capgemini Invent.
• Contribute to proposals, executive pitches, points of view and account planning while protecting delivery quality and client trust.
• Strengthen frog’s CX Transformation capability through methods, reusable assets, case studies, talent development and thought leadership.
• Coach senior practitioners and integrate strategy, design and operational disciplines into one team.

Your Skills + Experience

12+ years of relevant experience in contact center technology, customer service transformation, field service or field operations, or technology consulting, including significant responsibility for strategy, architecture, platforms, integration, and delivery.

A track record leading complex, enterprise-scale transformation in which customer journeys, operating models, processes, technology, data, organization and change had to move together.

Deep understanding of customer experience as a discipline, including journey and lifecycle management, service design, experience orchestration, measurement and governance.

Strong business-operations fluency, including workflow redesign, operational effectiveness, organizational design, performance management and continuous improvement.

Experience developing investment cases, quantifying ROI and cost of inaction, linking experience outcomes to operational and financial measures, and governing benefits realization.

Demonstrated ability to advise C-suite and senior functional leaders, facilitate difficult decisions and build trust across groups with competing priorities.

Experience leading multidisciplinary teams and complex programs through ambiguity, from diagnostic and strategy through mobilization and execution.

Excellent executive communication, storytelling and writing skills, with the judgment to make complex issues clear without oversimplifying them.

Bachelor’s degree or equivalent professional experience and ability to travel up to [50%] based on client and business needs.

Energy & Utilities context

• Experience in electric, gas or water utilities, or in another highly regulated essential-service environment with comparable customer and operational complexity.
• Understanding of utility customer journeys such as start, stop and transfer service; billing and high-bill inquiries; payments, collections and affordability; outages and emergencies; field appointments; and proactive communications.
• Awareness of how customer information systems, outage management, CRM, digital platforms, contact-center technology, field-service systems and analytics support the experience, without needing to be the solution architect.
• Comfort balancing customer trust and vulnerable-customer needs with reliability, regulatory commitments, affordability and cost-to-serve pressures.

Leadership Qualities

• Systems thinker. Sees connections across the customer lifecycle and anticipates the downstream impact of changes.
• Trusted advisor. Builds confidence through judgment, candor and discretion, moving leaders from discussion to decision.
• Operator-consultant. Frames strategy while redesigning work, mobilizing teams and driving accountability for outcomes.
• Customer and value led. Advocates for better experiences grounded in operational feasibility and measurable business value.
• Integrative leader. Connects strategy, design, data, technology and change across disciplines and business units.
• Calm in complexity. Creates focus and momentum amid ambiguity, organizational politics, legacy constraints and urgent client demands.

Preferred

• Experience as a transformation leader, account advisor, executive chief of staff or similar integrator across a major client program.
• Enterprise-scale customer operations experience, including contact centers, digital service and field operations.
• Familiarity with AI-enabled CX, proactive service, conversational AI, agent assist, knowledge management and journey analytics from a business and operating-model perspective.
• Knowledge of CX and transformation methods, including journey management, service blueprinting, Jobs to Be Done, Lean, Six Sigma, Prosci or equivalent approaches.
• MBA or relevant advanced degree.

The base compensation range for this role in the posted location is: $180,000 to $270,000

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.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

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.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Benefits

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

Important Notice

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

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.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini is a global business and technology transformation partner, helping organizations 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 over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.