Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead transformation projects to enhance customer experience across various industries.
- Company: Join a global IT consultancy known for innovative customer experience strategies.
- Benefits: Enjoy hybrid working, competitive salary, healthcare options, and performance bonuses.
- Other info: Must pass security checks; ideal for strategic thinkers with a hands-on approach.
- Why this job: Shape the future of customer interaction with cutting-edge technology and impactful solutions.
- Qualifications: Proven experience in contact centre transformation and a strong grasp of CX optimisation.
The predicted salary is between 76000 - 84000 £ per year.
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, healthcare 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.
Contact Center Consultant employer: 83zero
Contact Detail:
83zero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Consultant
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and contact centre operations. Understanding current technologies like chatbots and AI will not only help you in interviews but also show your passion for transforming customer interactions.
✨Tip Number 2
Network with professionals in the industry, especially those who have experience in contact centre transformation. Engaging in discussions on platforms like LinkedIn can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved contact centre KPIs in previous roles. Being able to articulate your hands-on experience with measurable outcomes will set you apart from other candidates.
✨Tip Number 4
Research the company’s existing contact centre solutions and be ready to suggest improvements or alternatives. Showing that you’ve done your homework will demonstrate your commitment and strategic thinking.
We think you need these skills to ace Contact Center Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre transformation and customer experience optimisation. Use specific examples that demonstrate your understanding of KPIs and how you've improved them in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for transforming customer experiences. Mention your familiarity with automation tools and your strategic approach to client engagements, aligning your skills with the job requirements.
Highlight Relevant Experience: In your application, emphasise any hands-on experience you have with technologies like Zendesk or AWS. Discuss your involvement in designing CX strategies and any successful projects you've led that align with the role.
Prepare for Security Checks: Be ready to provide documentation for the Baseline Personnel Security Standard (BPSS) checks. Ensure you have proof of your right to work, continuous employment history, and any necessary criminal record checks readily available.
How to prepare for a job interview at 83zero
✨Showcase Your Transformation Experience
Be prepared to discuss specific examples of contact centre transformation projects you've led. Highlight the challenges you faced, the strategies you implemented, and the measurable outcomes achieved.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with the KPIs relevant to contact centres. Be ready to explain how you have improved these metrics in past roles and how you plan to do so in this position.
✨Demonstrate Your Knowledge of Automation Tools
Since automation is a key aspect of the role, be sure to discuss your experience with tools like chatbots and conversational AI. Share insights on how these technologies can enhance customer experience.
✨Prepare for Collaborative Scenarios
Expect questions that assess your collaborative skills. Think of examples where you worked with clients or teams to develop solutions, and be ready to discuss your consultative approach.