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Senior Consultant, Customer Experience (CX) Transformation at Ttecdigital
TtecdigitalLondon, England·1w ago
SeniorFull-timeRustAgileGitAI
Salary Range
$49,725 - $67,275 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an accomplished Customer Experience (CX) Transformation Consultant to lead clients through complex customer experience and contact centre transformations. This role requires a blend of operational expertise, technology fluency, and consulting acumen to design and implement future-state operating models for leading organizations across EMEA.
Key Responsibilities
- →Lead comprehensive discovery phases to audit and assess client contact centre environments
- →Define and direct the strategic vision for large-scale transformations
- →Conduct structured stakeholder interviews and executive-level observations
- →Translate operational findings into high-level, strategic insights
- →Design target operating models, including omnichannel service strategies
- →Develop and socialize comprehensive transformation roadmaps
- →Build compelling business cases and ROI models
- →Design, plan and facilitate high-energy design thinking workshops
- →Mentor colleagues across mixed delivery teams
Requirements
- ✓5+ years of experience in contact centre operations role
- ✓Deep understanding of contact centre metrics and operational frameworks
- ✓Proven ability to map complex process flows
- ✓Deep expertise in contemporary customer experience platforms and technologies
- ✓Exceptional facilitation skills
- ✓Compelling storytelling and visualisation skills
- ✓Commercial acumen: Ability to build TCO models and financial justifications
- ✓Extensive experience in change management, agile methodologies
Benefits
- ★Competitive salary and bonus earning opportunity
- ★Life insurance and pension contribution
- ★Private health insurance
- ★Educational assistance
