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Capgemini Invent / frog - Contact Center Transformation - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

frog is a leading global creative consultancy, part of Capgemini Invent. We challenge the status quo to craft and build human experiences that win hearts and move markets. Partnering with passionate leaders and visionary entrepreneurs, we apply creativity, strategy, design and data to re-invent businesses, drive growth and orchestrate customer centric transformation. Together we strive to shape a regenerative future that is both sustainable and inclusive for businesses, people and planet.

Your Role

_We are seeking dynamic Senior Consultants within frog’s Customer Experience (CX) Transformation team, which focuses on Customer Service transformation or Marketing, with a strong analytical skill set. This role requires experience in Marketing, Sales, Customer Service and Commerce, with a proven ability to support the sales and delivery of innovative transformation solutions in this space._

As a Senior Consultant you will:

+ Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning

+ Conduct qualitative and quantitative customer research to uncover needs and validate opportunities

+ Synthesize research into clear, compelling insights and client presentations that drive executive decision-making

+ Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed-team models

+ Contribute to business development efforts through research, proposal development, and strategic recommendations

Qualifications & Experience

What we’re looking for:

An ideal candidate is a strategic thinker driven to deliver high-impact results that enhance customer satisfaction and business value. This individual applies analytical skills, business knowledge, and collaborative skills to help develop solutions with clients and cross-functional teams. They thrive in dynamic environments, embrace ambiguity, and consistently demonstrate initiative and ownership.

Key qualifications include:

+ 5+ years of relevant experience in two or more of the following areas:

+ Strategy consulting: designing growth strategies, go-to-market plays, and business transformation programs

+ Marketing, sales, or service strategy & activation: Experience either in agency or in-house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise, or similar to help a brand reach and deliver their customer experience in the right channel, at the right time, and with the right message

+ Transformation & operating model strategy: Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models, and considering the people/process/technology impacts of market changes on organizations

+ Innovation & design strategy: Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models

+ Commercial/financial modeling: Proficiency in business case development and revenue modeling

+ Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients.

+ Experience in working on solutions for Financial Services, or Consumer Products would be highly advantageous.

+ Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills; fluent in English

+ Highly structured and conceptual mindset coupled with strong quantitative and analytical problem-solving aptitude

+ An interest in new experiences, products, technologies, consumer and cultural trends that are shaping the present and the future

+ Passion for collaborating with cross-disciplinary teams of designers, technologists, researchers and other innovators

+ Experience delivering strategy from early concept all the way to market launch

+ Ability to quickly form and succinctly convey a point of view on any topic

+ Ability to travel up to 75% to client sites, when required.

What You’ll Love About Working Here?

You’ll have the opportunity to:

+ Build a network within the Capgemini Group and contribute to the education of other Business Units around Life Sciences practice offerings to support existing account expansion

+ Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations

+ Nurture and expand existing account relationships

+ Identify potential personal business relationships that can be leveraged by the practice to develop new business

+ Identify potential project extension and expansion opportunities while staffed on projects

+ Support the development of thought leadership and innovative offerings as they relate to AI/Data Science, Digital Customer Analytics, and Operational Analytics.

+ Support the upskilling of the Life Sciences team members on topics related to Data & Analytics

The base compensation range for this role in the posted location is:$112,600to$212,700

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

**Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees.** In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

+ Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

+ Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

+ Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

+ Life and disability insurance

+ Employee assistance programs

+ Other benefits as provided by local policy and eligibility

**Important Notice:** Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.

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 fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Ref. code: 385921

Posted on: Jan 5, 2026

Experience Level: Experienced Professionals

Contract Type: Permanent

Location:

Chicago, IL, USNew York, NY, USSan Francisco, CA, USAtlanta, GA, US

Brand: frog

Professional Community: Strategy & Transformation

Capgemini is an Equal Opportunity Employer 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.