Senior Consultant – Customer Experience Transformation

Role Overview

• Support discovery phases to understand client contact centre operations, processes, and technology
• Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities
• Conduct stakeholder interviews and capture operational insights
• Translate findings into clear outputs such as process maps, summaries, and recommendations
• Contribute to the design of future-state operating models and service improvements
• Support the development of transformation roadmaps and prioritised initiatives
• Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels)
• Assist in building simple business cases and benefits models
• Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction)
• Support linking proposed improvements to measurable outcomes
• Support the planning and facilitate the workshops to gather requirements and validate solutions
• Work collaboratively within client teams to build & deliver the engagement
• Contribute to presentation materials and storytelling outputs
• Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements
• Work as part of a multidisciplinary team to deliver CX transformation initiatives
• Contribute to internal knowledge sharing, templates, and ways of working
• Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes
• Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation
• Take ownership of defined workstreams or deliverables within a wider programme

Requirements

• 2 to 5+ years of experience in contact centre operations role
• Good understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks
• Proven ability to map process flows (Visio, Lucid chart) and identify process improvement opportunities
• Exposure to 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 with both business & technical stakeholders
• Strong facilitation skills with the ability to manage stakeholders to extract meaningful requirements
• Experience storytelling and visualisation skills, with the ability to converse with a broad audience
• Structured thinking and problem-solving skills
• Ability to build trusted relationships with clients, partners, and internal teams to drive alignment and programme momentum
• Highly organised and proactive, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment
• Self-starter with strong initiative, able to work independently and drive progress without constant direction
• Passionate interest in CX innovation, AI and operational improvement
• Desirable: Exposure to agile or continuous improvement methodologies
• Experience working in transformation or consulting environments
• Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards)

Tech Stack

• Cloud

Benefits

• Competitive compensation program
• Health and wellness benefits
• Paid time off
• Opportunity for performance rewards
• Career development