frog - Director - Customer Experience & Service Transformation (Financial Services)

Why join frog?

frog is part of Capgemini Invent and 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 experience 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 upon our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets.

Frogs value humour, positivity, and community just as highly as performance and outcomes. We have an open, flexible and inclusive culture. Working at frog means you are empowered to meet the moment and Make Your Mark on every project

What you will be doing

We are seeking a dynamic and visionary Director to grow our FS business through our Customer Experience Transformation activities, focusing on Customer Service and CRM. This is a senior leadership role for an experienced consultant with deep capability and sector expertise, a strong track record of digital and operational transformation, and a passion for delivering exceptional end to end experiences for both customers and frontline colleagues

You will play a pivotal role in shaping and delivering Service & CRM Transformation programmes for leading FS organisations particularly in insurance and retail banking. You will leverage your hands-on experience of large-scale programmes, your network of industry relationships, and your thought leadership to create innovative proposals and deliver tangible benefit to both clients and customers alike.

Key Responsibilities

• Lead and grow frog’s Service Transformation activities across FS clients contributing to the overall growth of our business with FS clients
• Create and deliver transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences and delivering innovative customer care.
• Lead and deliver large-scale and complex programmes of work from inception to implementation that leverage Capgemini group-wide capabilities, have sound commercial foundation, measurable business outcomes and that excite and engage our clients and colleagues.
• Lead business development, including shaping proposals, responding to bids, pitching to clients, and growing key accounts.
• Build trusted relationships as a strategic advisor to senior client stakeholders, including C-suite leaders, leveraging your deep sector knowledge and consultancy experience.
• Inspire, coach and develop high-performing teams, fostering a culture of creativity, collaboration, and excellence.
• Build and maintain a strong external presence through thought leadership, speaking engagements, and social media (e.g. LinkedIn).

What we are looking for

• Strong consulting experience, ideally within a Big 4 firm or top tier consultancy/strategy house.
• Deep Sector expertise in FS, in particular Insurance, with a strong understanding of market trends, regulatory landscape, and customer needs.
• Strong knowledge and experience of Service Transformation, leveraging technology such as CRM & CCaaS platforms (e.g. Salesforce, MS Dynamics, Google Dialogflow, Nice, Genesys etc), customer care operations and customer journey design.
• Proven track record of delivering complex transformation programmes in the insurance sector.
• Respected industry leader with a visible online presence and a strong network of insurance sector contacts.
• Passion for innovation and a human-centred approach to problem-solving.
• Experience working in or leading a sector-focused team within a consultancy is highly desirable.

What you will bring

A good fit for this role will bring many of the skills, experience, and attributes below

• Strategic Leader - Capable of managing high-performing teams while delivering impactful approaches that drive measurable results for our clients
• Experienced seller – a proven track record of identifying and driving potential opportunities with clients that will open-up areas for frog to expand
• Pragmatic problem-solver – adopts a proactive and flexible approach, focused on finding practical solutions and reducing complexity to drive results
• Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders.
• Commercially astute – develops programmes of work that deliver commercially for both client and frog, is contractually savvy and takes a balanced approach to risk management
• Excellent interpersonal skills – Builds trust and fosters strong connections with colleagues, clients, and stakeholders.
• Adaptable and agile – Thrives in dynamic environments and embraces modern, agile ways of working
• Intellectually curious – seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals
  
  
• Storyteller - can engage and excite across colleagues and clients alike through well-crafted stories and messaging

It would be a bonus if you had:

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

We don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work.

We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.

CSR

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.

Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.

About Capgemini Invent

Capgemini is 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 fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Capgemini is proud to be a under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.