Customer Interaction Transformation Consultant
- Salary between £70,000 – £85,000 dependent on experience
- Mixture of working from their London office, home working and visits to client sites across the UK (predominantly around London). Occasional travel to Europe.
The Role
You will lead and contribute to initiatives that modernise customer service and support channels by aligning people, processes, and technology.
This role involves hands-on consulting, operational design, and stakeholder engagement to drive measurable outcomes in customer experience (CX) and efficiency.
About the Company
An established global consultancy providing business and technology transformation services. With an international presence and a collaborative, innovation-driven culture, the organisation helps clients modernise operations, enhance customer experience, and integrate digital solutions across their enterprises.
Key Responsibilities
- Lead end-to-end contact centre and customer service transformation projects
- Assess and optimise existing operations through a lens of people, process, and technology
- Deliver process transformation and redesign workflows to improve efficiency, reduce costs, and elevate CX
- Collaborate with clients to introduce digital-first solutions like conversational AI, chatbots, automation, and omnichannel platforms
- Recommend enhancements to existing platforms and guide clients through tech-enabled change
Your Experience:
- Experience driving process improvement and delivering transformation initiatives within customer operations and contact centre environments.
- Experience with customer service technologies (e.g., telephony platforms, cloud contact centres, automation tools)
- Exposure to or awareness of digital tools such as chatbots, conversational AI, and analytics
- Strong consulting skills: requirements gathering, process mapping, solution design, stakeholder communication
- Comfortable engaging with senior client stakeholders and managing change in critical environments
Benefits
- Annual bonus scheme
- Flexible benefits package including healthcare and dental
- 25 days holiday with option to buy/sell 5 more days annually
- Structured promotion and growth pathway and financial support for relevant certifications
- Opportunities to work with a global, diverse team across high-impact client engagements
