Senior Consultant - Customer Experience Transformation (CXT)

United Kingdom·LondonRemoteFull-Timesenior

Customer SuccessCustomer Experience

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Quick Summary

Overview

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,

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Customer SuccessCustomer Experience

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’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries.

This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes.

You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies.

Operational & Technology Discovery

Support discovery phases to understand client contact centre operations, processes, and technology
Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities
Conduct stakeholder interviews and capture operational insights
Translate findings into clear outputs such as process maps, summaries, and recommendations

Solution Designing & Planning

Contribute to the design of future-state operating models and service improvements
Support the development of transformation roadmaps and prioritised initiatives
Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels)

Business Case Development

Assist in building simple business cases and benefits models
Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction)
Support linking proposed improvements to measurable outcomes

Engagement & Workshop Facilitation

Support the planning and facilitate the workshops to gather requirements and validate solutions

Work collaboratively within client teams to build & deliver the engagement s
Contribute to presentation materials and storytelling outputs
Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements

Delivery & Team Contribution

Work as part of a multidisciplinary team to deliver CX transformation initiatives
Contribute to internal knowledge sharing, templates, and ways of working
Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes
Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation
Take ownership of defined workstreams or deliverables within a wider programme

2 to 5+ years of experience in contact centre operations role
Good understanding of contact centre metrics (AHT, FCR, NPS, Service Level) , contact centre & CX functions and operational frameworks.
Proven ability to map process flows (Visio, Lucid chart) and identify process improvement opportunities.

Exposure to CX technology stack:

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
Ability to engage with both business & technical stakeholders.

Strong facilitation skills with the ability to manage stakeholders to extract meaningful requirements.
Experience storytelling and visualisation skills, with the ability to converse with a broad audience
Structured thinking and problem-solving skills

Ability to build trusted relationships with clients, partners, and internal teams to drive alignment and programme momentum
Highly organised and proactive, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment
Self-starter with strong initiative, able to work independently and drive progress without constant direction

Passionate interest in CX innovation, AI and operational improvement

Exposure to agile or continuous improvement methodologies.
Experience working in transformation or consulting environments.
Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).

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