Customer Transformation

Senior Consultant Customer Transformation

Why join frog?

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 through design, 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 design 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 Make Your Mark on every project, in your studio, your community—and the world at large.

What will you be doing?

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, CMOs and CDOs envision and build what’s next for their organizations. Our practice aims to help our clients, across various industries, generate growth by becoming a more customer-centric brand. Our clients need to deliver the experience their customers want, every day, across multiple touchpoints. The customer experiences they create must reflect their vision for the future—through strategies that align the company’s purpose with the customer need, in real-time.

We deliver our clients the best of both worlds. We have the experience, knowledge, and methods to co-create truly impactful strategies. By giving insights through customer journeys & prototypes we can put strategy into practice. Second, we have the capability and technological understanding to let CX strategies & design come to life and see tangible results in digital platforms, customer engagement programs, and customer performance initiatives. You are the driving force from strategic design to tangible outcomes.

Regardless of the project or customer, your work will impact people, businesses, and lives. It will be rewarding. You’ll work on a huge variety of projects (some larger than others), so you can gain a wealth of experience quickly. You’ll be relentlessly customer focussed, working across various industries and environments to define new strategies, and designing new ways for our clients to win.

Your fellow frogs will rely on you to:

We are seeking experienced Consultants to join the Customer Transformation team within the frog community. The new frog in the pond should be someone who:

  • Has a passion for creating better experiences for people and advising top clients to make bolder choices that define their future vision
  • Is pro-active, curious, enthusiastic, and open to new experiences which helps them to feel comfortable in rapidly changing client situations
  • Is inventive when things don’t go as they are supposed to and can adapt quickly
  • Has convincing storyboarding and storytelling skills, where we look for a strategic approach and a problem-solving aptitude
  • Has strong problem-solving skills to address the complexity of client challenges as well as analytical rigor and proven ability to synthesize data and formulate conclusions/recommendations
  • Has strong client-facing skills including good relationship-building and interpersonal skills
  • Demonstrates to work as part of a team on customer transformation engagements with large client organizations across a range of industries
  • Wants to grow further in a topic or sector that you are passionate about, and contribute to thought leadership around Customer Transformation topics that illustrate the insights and client stories Capgemini Invent has developed during client engagements

The growing Customer Transformation team consists of people from different nationalities and backgrounds such as marketing (intelligence), strategic product design, and tech-savvy folks who are curious to drive their knowledge further to help customers. We believe in collaborating to bring out the best in ourselves and our work. To stay in touch, we have frequent (in)formal check-ins and regular fun events.

We define future customer experiences and digital strategies for leading global brands to optimize their customer relationship

The growing Customer Transformation team consists of people from different nationalities and backgrounds such as marketing (intelligence), strategic product design or tech-savvy folks who have the curiosity to drive their own knowledge further to help customers. We believe in collaborating to bring out the best in ourselves and in our work. To stay in touch, we have frequent (in)formal check-ins and regular fun events.

Primary responsibility areas include:

Project-based delivery, content development, and practice involvement. With exposure to business development within our Customer Transformation domain and the opportunity to have exposure to one or more sectors e.g., Consumer Products and Retail, Energy & Utilities, Financial Services, Manufacturing, and Public Services.

Project-based delivery entails:

Being a valuable team member in projects and client engagements in collaboration with clients:

  • Demonstrating strong consulting and advisory skillset including analytical capabilities; ability to synthesize content, bring clarity to challenging situations, create structured analyses, and translate them into sound recommendations and deliverables
  • Managing a complex topic or stream, independently with limited support
  • Mastering PowerPoint, Excel, and/or new forms of delivery such as prototyping
  • Helping invent and design innovative, new, or improved digital customer experiences and develop digital customer transformation strategies
  • Start coaching more junior consultants on projects to jointly deliver quality results

Content Development and Practice Involvement entails

  • Contributing to thought leadership around Customer Transformation topics that illustrate the insights and case studies Capgemini Invent has developed during client engagements
  • Participating in topics that you are passionate about such as recruitment, training, and community-building

Business Development entails:

  • Building a network within the frog community and contribute to Customer Transformation practice offerings to support existing account expansion
  • Playing a significant role in client proposals and RFP responses from initial brief to final sales presentations.
  • Identifying potential personal business relationships that can be leveraged by the practice to develop new business

We want you to have:

  • 3+ years of experience in building better experiences through CX Strategy/Execution, Design & Performance, Service Design, and/or; nurturing lasting relationships through Marketing Strategy & Performance, Real-time Marketing Activation, Loyalty, and/or; forming stronger teams through Organizational Design for Innovation, and/or; mastering scalable operations through Commerce & Service Strategy/execution, Connected Marketing, and Customer Platforms
  • Experience with an established management consulting firm and/or leading (digital) agency is preferred
  • Demonstrates ability to manage your own topics and/or stream with timelines and a wide array of stakeholders
  • Gathering and analysing customer data through web behaviour, financial data, or qualitative interview methods to get customer insights to build persona’s and/or customer journeys
  • Experience working with business methodologies like Agile, Design Thinking, Service Blueprinting, Business Model Canvas, and alike
  • Strong core consulting skills, including meeting & workshop facilitation and management, PowerPoint skills, and a sharp eye for quality deliverables, in combination with the willingness to go the extra mile

In addition, you have/are:

  • A master’s degree in the field of Business, Strategy, Design, or Marketing
  • Able to speak & write English at the Business level
  • Able to speak & write Dutch (or want to learn to speak Dutch), any other language is a plus

Equal Opportunities at frog

frog 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.

frog is a global business with teams working across the world. To help us process your application, please ensure that your application documents (CV, cover letter, portfolio, etc.) are all in English.

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