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Cx Service Managing Consultant

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frog

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Location:
United Kingdom, London ▼

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Category:
Consulting

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Contract Type:
Not provided

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Salary:

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Job Description:

We are seeking a highly motivated and experienced CX Transformation Business Consultant with a passion for transforming Customer Experience to join our team. In this role, you will play a pivotal part in helping clients optimize their CX strategies, with a focus on Customer Service and helping them to identify how to leverage CX technology, and best practices to improve customer engagement, streamline processes, and drive business growth. As a Managing Consultant in frog’s CX Transformation team, you will work closely with clients and colleagues on project teams to design new ways of working across the Customer lifecycle and support the realisation of customer and business value through the implementation of business led, tech enabled transformation. This role is an exciting blend of management consulting skills, mixed with Customer Service, Technology understanding, Strategy and Operations.

Job Responsibility:

  • Collaborate with clients to assess their current customer experience and the role of their CX and Martech tools in enabling this
  • Design strategies to improve customer engagement, retention, and loyalty
  • Identify opportunities for innovation and process optimization in customer facing processes and customer service journeys
  • Lead or assist in supporting the business transformation enabled by the adoption of Customer Service platforms (e.g. Salesforce, Microsoft Dynamics)
  • Lead or assist in supporting the business transformation enabled by CX tools to deliver key business capabilities (e.g., automation, communications, strategy, segmentation)
  • Work with customers to identify challenges and opportunities that will enable them to deliver on their goals
  • Work with technology, data and customer teams internally and externally to develop customer first solutions
  • Serve as a key point of contact for clients, ensuring smooth communication and delivery
  • Work with client teams to improve adoption of CX technology and ways of working to drive better Customer Engagement outcomes
  • Collaborate with internal and external stakeholders to align solutions with business objectives

Requirements:

  • Previous experience in delivering customer experience (CX), Customer Service, or a similar role
  • Hands-on experience as an end user in CRM, Customer Service and Marketing platforms would be ideal but at least an understanding for capabilities is needed (e.g., Salesforce, Microsoft Dynamics, Adobe)
  • Passion for shaping organisations to adapt to new trends in Customer Engagement, including the role of Agentic AI in transforming Contact Centres
  • Supporting clients to identity 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 CRM and CX strategies
  • Strategic Leader - Capable of managing high-performing teams while delivering impactful approaches that drive measurable results for our clients
  • Experience seller – a keen interest to identity and drive potential opportunities with clients that will open up areas for frog to expand
  • Pragmatic problem-solver – Focuses on finding practical solutions and reducing complexity to drive results
  • Proactive and flexible – Adopts a hands-on approach to solving problems and adjusts to shifting priorities with ease
  • Collaborative team player – Builds strong relationships and works effectively across diverse stakeholders
  • 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

Nice to have:

  • Experience working with at least one of these platform providers – Adobe, Salesforce, Microsoft
  • Experience working with other customer facing functions including Marketing would be beneficial
What we offer:
  • 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
  • We have trained ‘Mental Health Champions’ across each of our business areas
  • We have also invested in wellbeing apps such as Thrive and Peppy
  • We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance

Additional Information:

Job Posted:
December 08, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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