Customer Experience (CX) Transformation - Senior Consultant

About the role

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.

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.

Responsibilities

• 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
• 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

Requirements

• 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

Benefits

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• 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

Pay

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.

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.