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Senior Consultant - Customer Experience Transformation (CXT)

7 hours, 3 minutes ago
United Kingdom
Full-time
Senior
Implementation Consultant
Project and Program Management
Agile CRM Microsoft Dynamics 365 Salesforce
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 53

Description

  • Support discovery phases to assess client contact centre operations, processes, and technology.
  • Analyze current-state environments to identify inefficiencies, pain points, and improvement opportunities.
  • Conduct stakeholder interviews and translate insights into process maps, summaries, and recommendations.
  • Contribute to the design of future-state operating models, service improvements, and transformation roadmaps.
  • Assist with requirements gathering for CX technologies such as CCaaS, CRM, and digital channels.
  • Help build business cases and benefits models tied to measurable outcomes.
  • Support workshop planning and facilitation to gather requirements and validate solutions.
  • Contribute to presentation materials, storytelling outputs, and client-facing deliverables.
  • Take ownership of defined workstreams or deliverables within larger transformation programmes.
  • Collaborate with client teams, delivery partners, vendors, and internal consulting and technology teams.

Requirements

  • 2 to 5+ years of experience in a contact centre operations role.
  • Good understanding of contact centre metrics such as AHT, FCR, NPS, and Service Level.
  • Proven ability to map process flows using Visio or Lucidchart and identify process improvements.
  • Exposure to CX technologies including CCaaS platforms such as Genesys Cloud, NICE CXone, Google, or Amazon Connect.
  • Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or Zendesk.
  • Exposure to WFO/WFM tools such as Verint or Calabrio.
  • Familiarity with digital channels such as chatbots, conversational AI, and omnichannel messaging.
  • Ability to engage effectively with both business and technical stakeholders.
  • Strong facilitation, storytelling, visualisation, structured thinking, and problem-solving skills.
  • Desirable exposure to agile or continuous improvement methodologies, transformation or consulting environments, and relevant industry certifications such as ISO9001, CCaaS certifications, Business Communications, ILM, or leadership awards.

Interested in this position?

Apply directly on the company website

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