frog – Director – Customer Experience & Service Transformation (Financial Services) – London
Reference Code: 416512-en_GB
Contract Type: Permanent
Professional Communities: Strategy & Transformation
What you will be doing
We are seeking a dynamic and visionary Director to grow our FS business through 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 clients and customers alike.
Key Responsibilities
- Lead and grow frog’s Service Transformation activities across FS clients, contributing to overall business growth 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 excite and engage 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 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.
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), 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
- Strategic Leader – Capable of managing high‑performing teams while delivering impactful approaches that drive measurable results for clients.
- Experienced seller – Proven track record of identifying and driving opportunities with clients that open up areas for frog to expand.
- Pragmatic problem‑solver – Proactive and flexible, 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 – Engages and excites across colleagues and clients alike through well‑crafted stories and messaging.
Bonus: Experience working with at least one of these platform providers – Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow.
Benefits
We aim to build an environment where employees can enjoy a positive work‑life balance. All UK employees are eligible to request flexible working arrangements. Employee wellbeing is vitally important; mental health support and wellbeing apps such as Thrive and Peppy are available.
CSR
Our focus on using technology to create a positive social impact is reflected in our efforts to reduce our carbon footprint and improve access to a digital world. We have been recognised as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year.
Work Location
While London, Manchester or Glasgow can be your office base, you must be fully flexible in terms of assignment location, as the role may involve periods of time away from home at short notice.
Employment Equity
Capgemini is proud to be a Disability Confident Employer (Level 2) 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.
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