Customer Transformation
London

Director - Customer Service Transformation

Why join frog?

Frog, part of Capgemini Invent, 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 seek a Director level candidate to join the team to strengthen our frog Service transformation senior team.

The role will require you to lead clients on the journey to transform the way they engage with their customers through a range of contact channels. From assessing current Service capabilities, to designing programmes for the implementation of new digital channels and tools, you will be shaping the business transformation journey for client customer service organisations and will enjoy a variety and richness of experiences which will provide opportunities for your personal development. The role will operate across industry sectors but with a particular focus on driving Service Transformation growth in Public Sector and Energy and Utilities.

You will be part of the frog Customer Transformation leadership team and will help drive our go-to-market plans, growth strategy and shape our offers in this space. You will also be responsible for supporting the growth of our people and lead sales and delivery work with new and existing clients. You’ll generate new business/sell and deliver in excess of £2m per annum of management consulting work.

It is an exciting time for the Service Transformation team, and we are looking for an experienced, energised individual to help accelerate our growth.

An overview of the role:

This role is an exciting blend of management consulting leadership skills plus significant experience delivering large scale transformation for Customer Service organisations. We are looking for an individual who is passionate in supporting our clients to design, deliver and optimise their customer engagement, with a focus on omnichannel and end to end Service transformation.

You’ll be asked to:

  • Shape frog offers and propositions that will support our continued growth in Service Transformation
  • Work with frog and Capgemini Invent sector teams to lead our response to specific Service Transformation opportunities, particularly in Public Sector and Energy & Utilities
  • Bring strong knowledge of different Service channels including experience delivering change at scale in Contact Centre environments
  • Lead the delivery of quality consulting work that meets client commercial and strategic objectives
  • Engage exec level clients to successfully influence long-lasting change
  • Lead multi disciplinary teams from across Capgemini in the delivery of programmes of work for clients

Why you?

A good fit for this role will bring many of the skills, experience, and attributes below:

  • Experience leading Service transformation programme delivery for large scale organisations, in the UK and globally
  • Ability to demonstrate delivery of tangible outcomes for Service organisations across multiple organisations
  • An understanding of the approach to shape Service and Channel strategy to deliver improved customer experiences throughout the customer service journey
  • Familiarity with leading Contact Centre and Field Service technology platforms, including in the CCaaS and ServiceCRM space
  • Experience in leading multi-disciplinary consulting teams in both delivery and offer development
  • A natural ability to work with senior client executives and possess outstanding communication and interpersonal skills
  • Experience in leading sales pursuits within Public Sector and/or Energy & Utilities
  • A strong desire to be part of, and contribute to, the growth and success of a top tier consulting practice, contributing to our offers, knowledge and overall strategic goals

Equal Opportunities at frog

frog and Capgemini Invent are Equal Opportunity Employers 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.

In order to commence a role with Capgemini UK plc you will be required to provide documentary proof prior to joining the Company that you are entitled to live and work in the UK.