CX Consultant

Job Description 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. We're inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications. 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 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. In this role, you will: - 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. - 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. 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 What You Will Love About Working Here - We recognize the significance of flexible work arrangements to provide support. Be it remote work, or flexible work hours, you will get an environment to maintain healthy work life balance. - At the heart of our mission is your career growth. Our array of career growth programs and diverse professions are crafted to support you in exploring a world of opportunities. - Equip yourself with valuable certifications in the latest technologies such as Generative AI. 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.