Senior Manager Customer Transformation (frog)

We strive to support you in the best possible way throughout your career. At frog, we do this by:

• A permanent contract from day one with a suitable salary.

• A mobility allowance of €900 gross per month, with the flexibility to choose a lease car, an NS Business Card, or travel expense reimbursement.

• The freedom to shape your own career and follow training that aligns with your ambitions and growth path.

• 26 vacation days. Need more days off? You can purchase up to 15 extra days.

• A pension where the employer's share is fully paid, with the choice to supplement this yourself.

• Flexibility to work throughout the Netherlands with our connectivity allowance.

• Opportunities to work internationally in the long term, thanks to the global presence of Capgemini Invent.

Do you have a passion for creating exceptional, future-proof customer experiences and are you able to translate complex issues into clear solutions? Do you want to help organizations prepare for a future where 'eco' and 'digital' converge? So do we! We would love to welcome you to our "pond" at frog.

Your opportunities as (Senior) Manager Customer Transformation at Frog

As a Senior Manager, you are the driving force behind strategic projects that deliver tangible results for our clients. You combine customer-centric thinking with business insight to create experiences that truly make a difference. You work across sectors and operate at the intersection of strategy, design, and technology. You take ownership of complex issues and lead teams toward impactful solutions.

In this role:

• You work on large-scale, impactful projects in sectors such as retail, finance, public services, and more.
• You translate business objectives into customer-centric strategies and solutions across the entire customer journey.
• You fathom customer challenges and co-create solutions that deliver value to both the customer and the organization.
• You realize creative and customer-centric strategies, focusing on user experience, digital platforms, loyalty programs, and performance monitoring.
• You take ownership of complex themes, project streams, and overall project execution.
• You manage stakeholder relationships by aligning expectations and building trust for successful collaboration.
• You utilize your analytical and advisory skills to simplify complexity, structure analyses, and make strategically applicable recommendations.
• You coach junior consultants to develop their skills and contribute to high-quality project results.
• You strengthen client relationships and support business development by networking, writing proposals, and giving presentations.
• You contribute to the growth of frog by actively sharing insights, publishing thought leadership, and helping shape new propositions.

Examples of customer challenges you help solve:

• Developing and launching a new sales channel for a large FMCG player, including omnichannel strategy and execution roadmap.
• Elaborating customer journeys and service blueprints for a public organization, resulting in a prioritized backlog of improvement initiatives.
• Implementing marketing technology that allows an insurer to approach customers personally and relevantly.
• Developing an AI-driven customer experience strategy for a financial service provider, including a use-case portfolio and proof-of-concepts.
• Co-creating a future-oriented loyalty vision and accompanying execution roadmap for a retail brand.
• Designing, developing, and launching a new customer experience for a bank, with end-to-end CX design and digital product prototypes.
• Shaping and realizing a digital experience transformation for a B2B producer, including tech stack and operating model.

• Hours: 32 - 40
• Workplace: Utrecht, on-site at the client and remote
• Experience: Senior