Capgemini Invent / frog - Contact Center Transformation - Senior Consultant

Capgemini•Chicago, NY

About The Position

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. 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. Your 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.

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.
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.

Nice To Haves

Experience in working on solutions for Financial Services, or Consumer Products would be highly advantageous.

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

Benefits

Build a network within the Capgemini Group and contribute to the education of other Business Units around Life Sciences 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 Life Sciences team members on topics related to Data & Analytics
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