Senior Consultant Manager Customer Contact and Ai Experts

Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise and enabled by advanced technology the firm helps clients to deliver with greater confidence and certainty. With over 2000 people across the UK Europe North America Asia and Australia the firm combines global insight with local understanding.

The firm works across energy and resources financial services government and public sector consumer products and retail pharmaceuticals and life sciences manufacturing and technology media and telecoms with capabilities spanning strategy transformation and operational excellence all powered by advanced technology data AI and digital innovation.

Clients value Baringas collaborative approach and the way its teams integrate seamlessly all working with a shared understanding of what matters most. The firm is known for its kind curious experts who listen closely and care deeply about client success as they help clients transform energy markets modernise financial platforms expand telecoms and digital networks through advanced data analytics enable digital services in government and unlock growth in consumer sectors.

Certified as aGreat Place to Work around the world Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings and by Forbes for four consecutive years as one of the Worlds Best Management Consulting Firms.

OurCustomerteam is hiringamotivated and talented individual fromSeniorConsultants to Manager to help our clientsevolvehow they serve their customers in a world increasingly shaped by AI. From rethinking the end-to-end customer journey through to embedding AI into day-to-day operations we helpclients turn ambition into something thatactually works.

Youll work side-by-side with clients to identify and drive improves in how customer service operates - understanding demand journeys and pain points and identifying where AI can genuinely add value to improve customer outcomes and efficiency.

Youll be designing and delivering real change - not just strategy on paper - getting into the detail of how contact centres run today and what it takes to make improvement stick.

You will be particularly focused on:

• Reimagining customer service:improving how contact centresoperate - from demand management and journeys through to channel mix automationand service design
• Applying AI in customer environments:identifyingand shaping where AI can add value across voice and digital channels (e.g. IVR chat agent assist) with a clear view on what will drive real operational impact
• Hands-on end-to-end delivery: working across the lifecycle from strategy through to design and implementation - shaping roadmaps standing up pilotsand supporting real-world delivery
• Owning delivery: leading workstreams or small pods - setting direction driving progress and being accountable for outcomes
• Working as one team with clients:leading workshops and aligning stakeholders across ProductTechand Operations to move delivery forward at pace
• Supporting growth:contributing to proposals and helping shape new opportunities across customer and AI
• Supporting others:coaching junior team members and acting as a go-to within your area

Werelooking for people with strong foundations in customer and contact centre transformation who bring a clear practical perspective on how AI can be applied to improve service.

• Strong grounding in customer contact operations:deep understanding of how contact centres run day-to-day across voice and digital channels (sales service complaints) including demand drivers KPIs and operational challenges
• Applied understanding of AI in service environments:able toidentify shape and prioritise AI use cases (e.g. IVR automation chatbots agent assist) with a clear view on feasibilityvalueand operational impact
• Experience with customer and AI technologies:understanding of the platforms that enable modern contact centres and AI capabilities with a practical view of what works in the real world
• Structured thinking and clear point of view:able to frame problems form recommendations and communicate clearly to senior stakeholders
• Strong client delivery:comfortable building high-quality outputs (strategies roadmaps business cases) and working at pace in delivery environments
• Data-driven decisionmaking:using data and insight toidentifyopportunities prioritise effectively and guide decisions
• Building value cases and buy-in:able to articulate clear value and bring stakeholders with you to support change
• Drive and ownership:comfortable navigating ambiguity structuring problems and taking responsibility for outcomes
• Collaboration and stakeholder management:confident working across Product Technology and Operations bridging technical and non-technical teams
• Curiosity for how AI is evolving:keeps up to date with the space and brings practical insight into client work

• Generous Annual Leave Policy:We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave fully available at the start of each addition to this we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.

• Flexible Working:We know that the ideal work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.

• Corporate Responsibility Days:Our world is important to us so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.

• Wellbeing Fund:We want to encourage all employees to take charge and prioritise their own wellbeing. Weve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.

• Profit Share Scheme:All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the companys success.

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity innovation and value for our clients and for our people.

You can be a part of our Great Place to Work with our commitment to women and well-being in the workplace for all.Click hereto see some of our recent awards and how weve achieved this.

We maintain high standards of environmental performance and transparency which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.

We have a long legacy of supporting the communities in which we work and offer a variety of ways to contribute by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills talent and essence we aim to empower and encourage everyone in the firm to contribute to the things we care about and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.

All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race ethnicity religion gender gender identity or expression sexual orientation nationality disability age faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.

For UK & EU

Your personal data will be retained by Baringa for up to two years in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice to evaluate your application and meet our legal and reporting line with the General Data Protection Regulation (GDPR) you have the right to request access to rectification or erasure (subject to legal limitations) of your personal data. For more information please contact us at

For the USA

Your personal data may be retained by Baringa for up to two years as outlined in ourRecruitment Privacy Notice (AMER & APAC) to support the recruitment process and internal reporting requirements. Where applicable and in accordance with relevant federal and state laws you may have the right to request access to or correction of your personal information. For further details please contact

For Australia & Singapore

Your personal data will be retained by Baringa for up to two years in accordance with our Recruitment Privacy Notice (AMER & APAC) to assess your application and meet applicable reporting and legal line with the Australian Privacy Act and Singapores Personal Data Protection Act (PDPA) you may have rights to access correct or request limited deletion of your personal data. For more information please contact us at