Customer Service Transformation Managing Consultant

We are seeking highly motivated and experienced consultants to join our Customer Service Transformation team. In this role you will play a key part in helping our clients to transform their customer and contact centre operations and leverage technology to improve the way they engage with their customers. This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations. This is a pivotal role that combines delivery excellence with business growth and capability development.

Responsibilities

Lead or assist in supporting business transformation enabled by the adoption of Customer Service platforms (e.g., Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI); Lead or assist in supporting business transformation enabled by Customer Service tools to deliver key business capabilities (e.g., automation, channel strategy, customer insight, knowledge management); Work with customers to identify challenges and opportunities that will enable them to deliver on their goals; Work collaboratively with technology, data and customer teams internally and externally to develop and deliver solutions for large scale service transformation projects; Collaborate with clients to assess their current customer experience and the role of their tools and technologies in enabling this; Design strategies to improve customer engagement, channel usage and contact drivers; Identify opportunities for innovation and process optimisation in customer facing processes and customer service journeys; Serve as a key point of contact for clients, providing timely and relevant communications and alignment; Work with client teams to improve adoption of Customer Service and CX technology and ways of working; Collaborate with internal and external stakeholders to align solutions with business objectives; Both on client projects and internally, lead and coach colleagues to achieve their potential and deliver their best work; Role model frog and Capgemini values and behaviours; Help shape and create relevant offers and proposals to engage and inspire clients and colleagues to grow the business

Requirements

Hands-on experience as an end user in Customer Service and CRM platforms, or at least an understanding of the capabilities needed (e.g., Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, conversational AI); Successful track record of supporting growth through identifying opportunities, shaping propositions and proposals, and responding to bids; Passion for shaping organisations to adapt to new trends in Customer Care, including the role of Agentic AI in transforming Contact Centres; Supporting clients to identify challenges and applying expertise to improve customer journeys, communications and experiences; Proven experience in designing and delivering Service and CRM strategies and operating models

Nice to have

Experience working with at least one of these platform providers: Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow

Benefits

Hybrid working; Flexible working arrangements (all UK employees are eligible to request flexible working); Wellbeing support including trained Mental Health Champions; Wellbeing apps such as Thrive and Peppy