Senior Consultant – Customer Experience Transformation

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist in the discovery phases to gain insights into client contact centre operations, processes, and technologies.

• Evaluate “As-Is” environments to pinpoint inefficiencies, challenges, and potential areas for improvement.

• Conduct interviews with stakeholders to gather valuable operational insights.

• Convert findings into clear outputs, including process maps, summaries, and actionable recommendations.

• Participate in designing future-state operating models and enhancements to services.

• Aid in developing transformation roadmaps and prioritizing initiatives.

• Assist in gathering requirements for customer experience technologies (e.g., CCaaS, CRM, digital channels).

• Help construct basic business cases and benefits models.

• Support the tracking of key performance indicators (e.g., cost to serve, service levels, customer satisfaction).

• Help connect suggested improvements to quantifiable outcomes.

• Facilitate planning and workshops to gather requirements and validate proposed solutions.

• Collaborate effectively within client teams to ensure successful engagement delivery.

• Contribute to the creation of presentation materials and storytelling outputs.

• Build strong working relationships with client stakeholders, fostering trust, alignment, and constructive challenges throughout engagements.

• Collaborate as part of a multidisciplinary team to execute customer experience transformation initiatives.

• Contribute to the sharing of internal knowledge, templates, and methodologies.

• Develop robust internal relationships across consulting, technology, and delivery teams to support integrated programme outcomes.

• Effectively collaborate with delivery partners and vendors to aid in cohesive solution design and implementation.

• Take ownership of designated workstreams or deliverables within a broader programme.

⛳️ Requirements

• 2 to 5+ years of experience in a contact centre operations role.

• Solid understanding of contact centre metrics (AHT, FCR, NPS, Service Level), as well as contact centre and CX functions and operational frameworks.

• Proven capability in mapping process flows (Visio, Lucid chart) and identifying opportunities for process improvements.

• Familiarity with the CX technology stack: CCaaS (e.g., Genesys Cloud, NICE CXone, Google, Amazon Connect), CRM (e.g., Salesforce, Microsoft Dynamics, Zendesk), WFO/WFM (e.g., Verint, Calabrio), Digital: Chatbots, Conversational AI, Omnichannel messaging.

• Ability to engage effectively with both business and technical stakeholders.

• Strong facilitation skills, with the capacity to manage stakeholders to extract meaningful requirements.

• Experience in storytelling and visualization skills, capable of engaging a diverse audience.

• Structured thinking and effective problem-solving skills.

• Ability to build trusted relationships with clients, partners, and internal teams to foster alignment and programme momentum.

• Highly organized and proactive, with the ability to manage multiple tasks and priorities in a fast-paced environment.

• Self-starter with a strong initiative, able to work independently and drive progress without constant supervision.

• Passionate interest in customer experience innovation, AI, and operational improvements.

• Desirable: Familiarity with agile or continuous improvement methodologies.

• Experience in transformation or consulting environments.

• Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).

🏝️ Benefits

• Competitive compensation program.

• Health and wellness benefits.

• Paid time off.

• Opportunity for performance rewards.

• Career development.