- Job: CX Transformation Consultant (Contact Center Focus)
- Level: Senior Manager/AVP
- Salary: £100K - £120K PA Basic Plus Bonus (Neg)
- Domain: BFSI
- Location: UK, London, Home Working
- Must be in the UK and have the right to work.
We are seeking an experienced and innovative CX Transformation Consultant with expertise in Contact Center technology and operations. This role will focus on delivering tailored consulting services to help clients transform their customer experience strategies, leveraging AI-led cutting-edge technologies and data-driven insights.
Key Responsibilities:
CX Strategy Development:
- Collaborate with BFSI clients to define transformative customer experience strategies and roadmaps that address their specific needs and challenges.
- Identify opportunities for differentiation and innovation within contact center operations.
Technology Assessment & Advisory:
- Evaluate existing CX and contact center technologies, providing actionable recommendations to enhance operational efficiency and CX outcomes.
- Advise on the selection and integration of technologies such as AI, automation, CRM, analytics platforms, and omnichannel solutions.
Journey Mapping & Design:
- Lead the development of customer journey maps to identify pain points, gaps, and opportunities for improvement.
- Design seamless, personalized, and efficient customer journeys that align with organizational goals.
AI and Automation Strategy:
- Define strategies for incorporating AI and automation into contact center processes, improving scalability, efficiency, and customer satisfaction.
- Collaborate with technical teams to ensure successful implementation and adoption.
Change Management & Organizational Alignment:
- Support clients in managing organizational change by aligning stakeholders, processes, and culture with new CX strategies.
- Develop training and communication plans to ensure smooth transitions.
Data-Driven Insights & Analytics:
- Analyze customer and operational data to derive actionable insights and measure the success of transformation initiatives.
- Provide recommendations for continuous improvement using advanced analytics tools.
Omnichannel & Personalization Strategies:
- Design omnichannel CX strategies to deliver consistent and connected customer experiences across all touchpoints.
- Develop and implement personalization and retention strategies to build customer loyalty and increase lifetime value.
End-to-End Implementation Support:
- Provide hands-on support during the implementation of CX transformation initiatives, ensuring projects meet defined goals and timelines.
- Act as a liaison between stakeholders to ensure seamless execution and post-implementation optimization.
Qualifications:
- Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree preferred.
- 8+ years of experience in contact center operations, CX consulting, or digital transformation.
- Experience with program / project management, preferably in the context of CX consulting and/or digital transformation.
- Demonstrated expertise in at least one of the following service areas: customer journey mapping, omnichannel strategy, and data-driven insights.
- Proven experience with CCaaS and other AI-enabled CX technologies.
- Excellent stakeholder management, communication, and problem-solving skills.
- A background in the Banking, Financial Services and Insurance industry and knowledge of the BFSI industry challenges, regulatory requirements, and customer expectations is preferred.
Preferred Skills:
- Experience working with leading CX technologies (e.g., NICE, AWS Connect, Genesys).
- Familiarity with leading cloud providers and services (e.g., AWS, Azure).
- Familiarity with design thinking, agile methodologies, or Lean Six Sigma.
- Excellent written and verbal communication skills.
- Experience working in multicultural, global teams.