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Service Transformation Capability Lead
Since June 2021, frog is part of Capgemini Invent. frog partners with customer-centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We’re inventing the future of customer experiences by delivering market-defining business models, products, services, brand engagements and communications.
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 across our areas of expertise, 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 create 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 meet the moment, and Make Your Mark on every project, in your studio, your community — and the world at large.
Your Role
As the Service Transformation Capability Lead, you will play a pivotal role in expanding our Customer Service advisory offering within the Customer Experience Transformation practice. You’ll lead the development of modern service strategies, drive platform-led advice, and integrate emerging capabilities like agentic AI and Agentforce to future-proof client operations.
Key responsibilities include:
Client Advisory: Lead end-to-end service transformation engagements—particularly platform-enabled programs. Support clients to design, scale and optimise future service models.
Business Development: Collaborate with industry and account leads to shape go-to-market strategies, originate and qualify new opportunities, and co-create strategic proposals.
AI-Driven Service Innovation: Bring thought leadership on agentic AI, intelligent automation, and AI-augmented agent experiences. Help clients modernise contact centres and evolve toward proactive, adaptive customer service ecosystems.
Capability Leadership: Build and lead our Service Transformation capability, including shaping methodologies, developing toolkits, and mentoring consultants to deliver service excellence across industries.
What You'll Bring:
Consulting Excellence: Preference for experience from a major consulting firm with strong background in delivering complex, multi-disciplinary service transformation programs. Skilled in stakeholder management and driving value from strategy through to execution.
Business Development & Commercial Acumen: Track record in originating opportunities, growing client accounts, and contributing to practice growth and utilisation targets.
AI & Emerging Tech Fluency: Understanding of how AI, agentic workflows, and automation are reshaping service experiences. Ability to translate these capabilities into actionable service transformation roadmaps.
Capability Leadership: Entrepreneurial, collaborative and driven. Able to lead and grow a high-performing team while contributing to the broader growth of the CX Transformation practice.
Equal Opportunities at frog
Frog and Capgemini Invent are Equal Opportunity Employers 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.
Melbourne, AU
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