Customer Transformation
New York

Senior Consultant- Customer Transformation

Company Overview:

frog, as part of Capgemini Invent, is looking for talented professionals for our Customer Transformation team. As the digital innovation, consulting and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. Our practice aims at helping our clients, across various industries, generate growth by becoming a Data-driven Experience Brand. Our clients need to deliver the experience their customers want, every day, across multiple touch points. The customer experiences they create have to reflect their brand positioning—through content that aligns the company’s purpose with the customer experience, in real time.

Responsibilities

We are seeking a Manager or a Senior Consultant to join our Customer Transformation practice. The right candidate should possess:

  • Experience in Digital Product and/or Service Design; Experience Strategy, Omnichannel Experience Strategy, Digital Marketing Strategy, Digital Engagement Strategy, and/ or Digital Execution an established management consulting firm and/or digital marketing services or Customer Experience provider
  • Experience with marketing technology is a plus (e.g. Salesforce, Adobe, or Engagement architecture)
  • Role and responsibilities include Customer Experience domain leadership and expertise, project management (including team management exposure) and delivery, content and offer development, practice leadership and involvement and business/account development

Project Management and Delivery

  • Demonstrate strong consulting and advisory skillset including analytical capabilities, ability to synthesize content and translate it into sound recommendations and deliverables, financial modeling and conceptualization.
  • Lead or be a team member of Customer Transformation projects with large client organizations.
  • Help invent and design innovative, new or improved digital customer experiences and develop digital customer engagement strategies.
  • Contribute to the design of new digital capabilities, business processes, organizational designs, governance structures and measurement programs required to execute future state experiences and digital customer engagement strategies.
  • Simplify and bring clarity to challenging situations, models and issues to create structured actions.
  • Demonstrate ability to drive blended teams of management consultants, experience designers, technology, data strategists, and implementation specialists to deliver according to plan (scope, quality and time).

Content Development and Practice Involvement

  • Contribute to thought leadership around Customer Experience and Customer Transformation topics that illustrate the insights and case studies Capgemini Invent has developed during client engagements.
  • Proactively participate in North American recruitment, training and community-building.
  • Be a visible member of the Customer Transformation community of practice.
  • Provide mentoring and coaching for the more junior consultants under their responsibility

Requirements

  • 4+ years of experience at an established management consulting firm and/or digital agency. Experience should include one or more focus areas: customer experience design, customer data strategy, marketing and sales strategy, business model disruption, product and service innovation, customer experience transformation, CRM and loyalty, customer service transformation and operating models.
  • 2+ years of experience in managing the successful delivery of Customer Transformation / digital projects across multiple industries.
  • Strong core consulting skills, including: meeting and workshop development and management, deck writing, storyboarding, inductive/ deductive reasoning, client interviewing, issue analysis, data analysis, process design, and change management.
  • Strong design thinking skills including: application of conceptual modeling and visualization to problem and solution definition; knowledge of empathy mapping, journey mapping and quantitative and qualitative research methods for developing compelling customer insights; and iterative concept testing.
  • Excellent written and oral communication.
  • Mastery of PowerPoint, Excel, etc.
  • Strong executive presence with good relationship-building and interpersonal skills.
  • An appropriate BA or BS degree is required, an advanced degree such as an MBA from a top tier program is preferred.

About Your Career

Our growth ambition and collaborative work approach with clients combine to create a business culture that allows new consultants to dive right in and become an integral part of the team. The entrepreneurial working style and size of our practice will enable you to create a name for yourself, shine early on, and have a significant impact on our clients and our company.
We offer countless opportunities to learn, grow, and develop both your business technology expertise and your leadership capabilities. Please visit our website at: capgemini.com/service/invent/ for more information about Capgemini Invent.
About Capgemini Invent as the innovation and transformation powerhouse of the Capgemini Group, Capgemini Invent helps CxOs navigate today while plotting a course for the future. Located in offices and creative studios around the world, including brands like frog, Cambridge Consultants, Synapse and Purpose, its 9,000+ strong team combines strategy, technology, data science and creative design with deep industry expertise and insights. We invent futures that are relevant, resilient, and sustainable for society, for businesses and the customers they serve.
Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.

Equal Opportunity
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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 accommodations do not pose an undue hardship.

Click the following link for more information on your rights as an Applicant: http://www.capgemini.com/resources/equal-