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Senior Consultant, Customer Experience (CX) Transformation

Ttecdigital London, England Today

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At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

We are seeking an accomplished Senior Consultant, Customer Experience (CX) Transformation located in EMEA to lead clients through complex customer experience and contact centre transformations. You will act as a principle advisor bridging the gaps between operational reality, business strategy and the technical execution, architecting the change and delivering measurable improvements in customer and agent experience. This role requires a blend of previous operational expertise, technology fluency, and consulting acumen to design and implement future-state operating models for a wide range of industries in leading organisations across EMEA region.

What you’ll be doing:

Operational & Technology Discovery

Lead comprehensive discovery phases to audit and assess client contact centre environments, including telephony, CRM, workforce management, and digital channels.

Define and direct the strategic vision for large-scale transformations, utilising deep "As-Is" diagnostic modelling to identify inefficiencies, technology gaps, and opportunities for automation or self-service that align with client long term objectives

Conduct structured stakeholder interviews and executive-level observations with agents and leadership to evaluate the organisational culture and employee experience.

Translate operational findings into high-level, strategic insights and actionable narratives designed to drive consensus across all levels of leadership, from operations to the C-Suite.

Strategy & Transformation Planning

Design “To-Be” target operating models, including omnichannel service strategies, AI/automation overlays, and optimised operational workflows.

Develop and socialise comprehensive transformation roadmaps, applying rigorous commercial logic to prioritise high-impact initiatives and complex, multi-year strategic overhauls

Lead the requirements specifications for solution selection and design (RFP support) regarding CCaaS, UCaaS, and digital engagement platforms.

Business Case Development

Build compelling business cases and ROI models to financially justify technology investments (e.g., cost-to-serve reductions, CSAT improvements, deflection rates) to secure funding

Demonstrate expertise in articulating benefits effectively articulating the link between technological capabilities and organisational strategic goals

Define and track key performance indicators (KPIs) to demonstrate the alignment of proposed solutions with measurable business outcomes and long-term financial sustainability.

Engagement & Workshop Facilitation

Design, Plan and facilitate high-energy design thinking workshops to gather requirements, map user stories, and drive consensus among stakeholders.

Manage relationships with senior client stakeholders, acting as a trusted advisor and challenging their thinking to drive innovation.

Use visualisation and storytelling techniques to socialise the transformation journey, ensuring enterprise-wide buy-in and sustained momentum for the strategic roadmap

Development & Influencing

Evolve the development of the teams’ methodologies and delivery frameworks in support of practice growth and to maintain competitive edge

Mentor colleagues across mixed delivery teams to deliver best in class, high performance culture that is focused on outcome led and collaborative consulting

Ability to manage complexity and political environments to drive consensus

What you will bring

Operational & Process Expertise

5+ years of experience in contact centre operations role

Deep understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks.

Proven ability to map complex process flows (Visio, Lucidchart) and identify process re-engineering opportunities.

Technology Proficiency

Deep expertise in contemporary customer experience (CX) platforms and technologies that includes:

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

Demonstrated ability to engage IT architects in technical dialogue and articulate business value to operational leaders

Consulting & Soft Skills

Exceptional facilitation skills with the ability to manage diverse groups and extract meaningful requirements.

Compelling storytelling and visualisation skills, with the ability to converse with a broad audience from IT architects and operational leaders to C Suite executives

Commercial acumen: Ability to build TCO models and financial justifications.

Extensive experience in change management, agile methodologies, and continuous improvement (e.g., Kaizen, Lean Six Sigma).

Professional Qualifications (Desirable)

Certifications in Lean Six Sigma, Kaizen, Agile, or similar methodologies.

Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).

What we offer:

We offer a competitive salary, annual leave and holiday time off, bonus earning opportunity, life insurance, pension contribution, private health insurance and educational assistance.

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