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# frog - Customer Service Transformation Managing Consultant

- **Company:** Capgemini
- **Location:** London, UK
- **Salary:** £46,600.0
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Knowledge Management, Microsoft Dynamics, Salesforce.Com, Chatbots, Genesys, Virtual Agents
- **Published:** August 20, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5847551797

## About the Role

You don't need to tick every box, but we're particularly interested in candidates who bring the following skills and strengths:

 * Hands-on experience as an end user in Customer Service and CRM platforms would be ideal but at least an understanding for capabilities that are needed (e.g., Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, conversational AI).
 * Successful track record of supporting growth through identifying opportunities, shaping propositions & proposals and responding to bids etc
 * 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 your expertise to improve customer journeys, communications and experiences to help them deliver on their business goals
 * Proven experience in designing and delivering Service and CRM strategies and operating models

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

## Description

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 transformation their customer and contact centre operations and leverage technology to improve the way they engage with their customers. From re-imagining customer care strategies and operating models delivering a service fit for the agentic era to assessing current contact centre capabilities and identifying and building the future capabilities of the service operation.

There has never been a more exciting time to be focused on service transformation

You will help clients to boost their operational efficacy by optimising their current technology, implementing new technology or simply improving ways of working whilst also delivering great customer experience and service vision.

Throughout your work you will need to put the user at heart of what you do as you shape both customer and colleague journeys across service touchpoints and re-design processes to improve the overall customer and colleague experience

This is a pivotal role that combines delivery excellence with business growth and capability development. You will leverage your knowledge and experience to help shape and create relevant offers and proposals to engage and inspire clients and colleagues alike to grow our business

An overview of the role

This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations.

Customer Service Transformation and Optimisation:

 * Lead or assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI).
 * Lead or assist in supporting the 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 with a focus on customer centricity & business outcomes

CX Strategy Development:

 * 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

Stakeholder Engagement:

 * 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 & CX technology and ways of working to drive better Customer Engagement outcomes.
 * Collaborate with internal and external stakeholders to align solutions with business objectives.

Coach and Role Model

 * 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


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