CX Transformation Strategy - Sr. Consultant

Frog•New York, NY

58d

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. As a Senior Consultant you will: 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 What we're looking for: An ideal candidate is a strategic thinker driven to deliver high-impact results that enhance customer satisfaction and business value. This individual applies analytical skills, business knowledge, and collaborative skills to help develop solutions with clients and cross-functional teams. They thrive in dynamic environments, embrace ambiguity, and consistently demonstrate initiative and ownership. Key qualifications include: 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. WHAT YOU'LL LOVE ABOUT WORKING HERE? Empowerment: At Capgemini Invent, we: Lead the change and take initiative Find the work-life balance that suites us Craft or own path through learning and career development programs Energy: At Capgemini Invent, we: Connect as a global community of 13,000+ colleagues worldwide Celebrate our diverse perspectives and draw from strength from our differences Have fun by providing a range of clubs, events and get togethers to celebrate our wins and successes Experiences: At Capgemini Invent, we: Work internally and with clients to make a difference Push boundaries to reimagine what's possible Work to build a more sustainable and inclusive future Life at Capgemini Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well-being benefits like subsidized back-up child/elder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief About Capgemini Invent As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in over 30 studios and more than 60 offices around the world, it comprises a 12,500+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth. Capgemini Invent is an integral part of Capgemini, a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. Get The Future You Want

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

Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief