Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We're looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world's most recognisable brands.
Contact Centre Transformation Consultant
Hybrid Working (UK-based with travel to client sites as required)
Full-time | Permanent
Salary: £95,000 - £100,000 benefits, perks, health-care option and bonus!
Client: Global IT Consultancy
Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We're looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world's most recognisable brands.
About the Role
As a Transformation Consultant, you'll partner directly with clients across a range of industries to help them achieve their customer experience (CX) vision. You'll lead transformation initiatives, optimise contact centre ecosystems, and implement digital-first solutions that deliver measurable impact.
In this role, you will:
- Lead client engagements: Take ownership of transformation projects, delivering against clearly defined milestones and success measures.
- Assess and optimise current-state operations: Identify gaps in process, systems, and technology, and make actionable recommendations.
- Design future-ready CX strategies: Drive efficiencies and improve experience by introducing automation, self-service, and omni-channel capabilities.
- Maximise tech investment: Advise on existing contact centre platforms (e.g. Zendesk, AWS) and recommend CCaaS solutions tailored to business needs.
- Support pre-sales: Contribute to RFI/RFP responses and collaborate on the development of client-specific solutions.
What We're Looking For
We're seeking someone who is both strategic and hands-on, with a strong grasp of the technologies and techniques shaping modern customer operations.
You'll bring:
- A proven track record in contact centre transformation and CX optimisation
- A deep understanding of contact centre KPIs and how to improve them
- Knowledge of automation tools and principles (e.g. chatbots, conversational AI, webchat, call deflection)
- Experience with customer journey mapping and process re-engineering
- A collaborative, consultative mindset with excellent communication skills
Security & Pre-Employment Requirements
To be appointed, you'll need to pass Baseline Personnel Security Standard (BPSS) checks, including:
- Right to work verification
- A minimum of 3 years continuous employment history
- Criminal record check (Disclosure and Barring Service)
- Additional checks if you've lived outside of the UK in the past 3 years
Apply now and help build the future of customer experience.