Customer Transformation
New York

Director, Product Management (Customer Transformation)

Why join frog?

Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience through design, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and design innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to Make Your Mark on every project, in your studio, your community—and the world at large.

Company Overview:

frog, as part of Capgemini Invent, is looking for talented professionals for our Customer Transformation team. As the digital innovation, consulting and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations.Our practice aims at helping our clients, across various industries, generate growth by becoming a Data-driven Experience Brand. Our clients need to deliver the experience their customers want, every day, across multiple touch points. The customer experiences they create have to reflect their brand positioning—through content that aligns the company’s purpose with the customer experience, in real time.

Responsibilities:

We are seeking an experienced Director, Product Management for Customer Transformation to join our Capgemini Invent division and serve as a leader within our Customer First practice who has:
  • Experience in Brand Transformation, (Omnichannel) Experience Strategy, Digital Marketing Strategy, Digital Engagement Strategy, and/ or Digital Execution, Digital Product and/or Service Design, Content explosion management, Marketing, Sales, Commerce, Service Operations Transformation and optimization at an established management consulting firm and/or digital marketing services or Customer Experience 
  • Experience with an established management consulting firm and/or digital marketing services or Customer Experience provider
  • Role and responsibilities include Business Development, Project Delivery, Practice Building and content and offer development around our Brand and Customer Experience domain focus.
  • Role and responsibilities include Business Development, Project Delivery, Practice Building and content and offer development around our Brand and Customer Experience domain focus.
Primary responsibility areas include:
Product management-based delivery and capability-building, project management, content development and practice involvement, with exposure to business/account development within our Brand and Customer Experience domain focus.
 
Product Management-based delivery and capability-building:
  • Lead product management on behalf of clients:
    • Lead Customer Transformation engagements with large client organizations.
    • Invent and design new/improved digital customer experiences and develop digital customer engagement strategies. Lead the design of new digital capabilities, business processes, organizational designs, governance structures and measurement programs required to achieve growth, execute future state experiences and digital customer engagement strategies.
    • Simplify and bring clarity to challenging situations, models and issues to create structured actions.
    • Test insights and recommendations with senior management.
    • Provide strategic oversight for or run projects from start-to-finish and drive blended teams of management consultants, experience designers, data analysts and technology implementation specialists to deliver according to plan (scope, quality and time).
    • Mentor and coach others to deliver quality results and promote others' professional development.
  • Contribute to capability-building for product management and Customer First practice:
    • Proactively participate in North American recruitment, training and community-building.
    • Be a visible member of the global Customer Transformation community of practice.
    • Provide leadership, mentoring and coaching for the team
Project Management and Delivery:
  • Demonstrate strong consulting and advisory skillset including analytical capabilities, ability to synthesize content and translate it into recommendations, deliverables, financial models
  • Drive blended teams of management consultants, experience designers, technology, data strategists, and implementation specialists to deliver according to plan (scope, quality and time).
  • Contribute to the design of new digital capabilities, business processes, organizational designs, governance structures and measurement programs to meet client needs
  • Simplify and bring clarity to challenging situations and data to create structured actions.
Business Development:
  • Proactively leverage personal business relationships to start conversations with new clients or buying centers
  • Build network within the Capgemini group and educate other Business Units around the Customer Transformation practice offerings in order to support existing account expansion
  • Drive proactive client proposals and RFP responses from initial brief to final presentations
  • Nurture relationships on existing accounts
Requirements
  • 8+ years of experience in customer experience design, data strategy, marketing and sales strategy, customer experience transformation, and/or loyalty at an established management consulting firm and/or digital agency.
  • 8+ years of experience in managing the successful delivery of consultative engagements / digital projects across multiple clients. Exposure to one or more of Financial Services, Manufacturing, Consumer Products and Retail sectors is highly preferred.
  • Strong core consulting skills, including: meeting and workshop development and management, deck writing, storyboarding, inductive/ deductive reasoning, client interviewing, issue analysis, data analysis, process design, and change management.
  • Ideally, certified in Agile methodologies and/or Product Management (e.g. Scaled Agile Fmwk.)
  • Excellent written and oral communication.
  • Strong presence with good relationship-building and interpersonal skills.
  • BA or BS degree is required, prefer advanced degree such as an MBA from a top tier program
  • Up to 85% travel.
 

Equal Opportunities at frog

frog 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.

frog is a global business with teams working across the world. To help us process your application, please ensure that your application documents (CV, cover letter, portfolio, etc.) are all in English.