Senior Consultant - Customer Experience Transformation (CXT)

We’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries.

This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes.

You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies.

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

 

2. 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)

 

3. 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

 

4. 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

 

5. 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).