Senior Consultant Customer Experience Transformation (CXT)

1. Operational & Technology Discovery

• 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

1. Solution Designing & Planning

• 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)

1. Business Case Development

• 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

1. Engagement & Workshop Facilitation

• Support the planning and facilitate the workshops to gather requirements and validate solutions

• Work collaboratively within client teams to build & deliver the engagement s
• Contribute to presentation materials and storytelling outputs
• Build strong working relationships with client stakeholders that foster trust alignment and constructive challenge throughout engagements

1. Delivery & Team Contribution

• 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

Operational & Process Expertise

• 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.

Technology Proficiency

• 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.

Consulting & Soft Skills

• 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).