Senior Consultant - Customer Experience Transformation
Core
Senior Consultant driving customer experience transformation, service design, and operational excellence for clients across multiple sectors.
Role type
Senior IC management consultant (customer experience & transformation)
Builds
Customer experience strategies, service models, contact centre transformations, and AI-enabled service operations
Domain
Consulting, Customer Experience, Service Design, Digital Transformation
Deliverable
client delivery
Required skills
Customer strategy & visioning, Service design & journey mapping, Contact centre transformation, AI strategy & adoption, Transformation programme delivery, Stakeholder management, Workshop facilitation, Analytical problem-solving
Preferred skills
CRM/CCaaS platform experience, Operational excellence, Change management
Technologies
AI, Automation, CRM, CCaaS
Responsibilities
Define customer experience North Star and future-state service models, Design end-to-end connected customer experiences, Transform contact centres into value-generating functions, Lead workshops to translate customer insight into actionable recommendations, Support complex transformation programmes from strategy to delivery
Seniority
Senior, hands-on IC
