CX Consultant

Since June 2021,

frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. Were inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.

Joining frog means youll 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.

 

Your Role 

Contribute being part of Customer transformation team undertaking Customer and strategy domain-related projects, finding solutions to create unique and authentic customer experiences. Design CX Strategy, Target operating model design and Business process reengineering. Deliver consulting engagements involving strategic planning, business model design, competitive benchmarking, transformation roadmap etc. across sectors

Benchmark and develop the CX To-be journey maps, personas, communication plan, initiatives and roadmap, Experience prototyping, Journey automation etc. Identify pain points, gaps, and areas for improvement and propose the to-be state. Leverage business experience and acumen in identifying strategic alternatives and project approach to client questions.

Conduct thorough assessments of clients' existing systems, processes, and customer engagement methods. Develop and visualize scenarios for the client problem, create a compelling storyline and recommend the best way forward. Carry out CX assessment and quantify the CX score and identify a list of initiatives to improve the CX score at an organizational level.

Establish customer experience tracking and measuring metrics such as CSAT, NPS and CES

Develop data-driven approaches to segmenting customers and tailoring personalized strategies. Streamline and optimize customer processes to enhance efficiency in managing customer interactions and data.

Designing, developing, and implementing plans on Sales Transformation solutions for the B2B/B2C Business across scope of sales strategy and sales operations, sales operating model design, channel strategy and design, channel partner management, Route-to-Market (RTM) Strategy, Optimization & implementation, sales force effectiveness, business process optimization, and business case development

Work on analyzing client data and processes to understand gaps, in the current state processes to help improve client processes as part of future state recommendations.

 

Your Profile 

Enjoys combining technological understanding, strategic analysis, and agile project approaches.

Ability to research and analyze Industry reports, Capgemini PoV/White Papers, and industry best practices them for solving Client problem.

Degree from a premier institution with business, technical or information technology orientation

In-depth understanding and experience of

Sales and marketing measurement

Customer Relationship Management

Customer Journeys and Lifecycle

Loyalty and retention

Functional understanding of CRM, E-Commerce, and Marketing Tech Stack such as Salesforce, Adobe etc

Demonstrate high reliability, team spirit and a cultural fit for a leading global consulting firm.

Strong communication, presentation, and moderation skills

Strong MS Office skills (Word, Excel, PowerPoint)

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.