At a Glance
- Tasks: Join a dynamic team to redefine customer experience and drive transformation across various sectors.
- Company: Baringa, a global consulting firm known for its collaborative culture and innovative approach.
- Benefits: Enjoy generous annual leave, flexible working, and a profit share scheme.
- Other info: Be part of an award-winning workplace committed to diversity and social responsibility.
- Why this job: Make a real impact by helping organisations enhance customer engagement and operational performance.
- Qualifications: Experience in customer strategy, service design, or transformation is a plus.
The predicted salary is between 70000 - 90000 £ per year.
About Baringa
Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.
Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors.
Our Customer practice are looking for experienced Consultants, Senior Consultants and Managers to join the team. Our Customer team is hiring motivated and talented individuals, from Consultants to Managers, to join us and help clients define the future of customer experience and reimagine how they engage, serve and create value for their customers. We work with organisations across a range of sectors to define the future of customer experience, redesign service organisations and deliver transformation that improves customer outcomes, operational performance and commercial value.
Drawing on expertise in customer strategy, service design, customer operations, technology and AI, we help clients turn ambitious visions into practical, measurable outcomes. Our team is passionate about helping organisations define and realise a future vision for customer experience and service. Whether that's defining a Customer Experience North Star, creating a connected customer experience across channels and journeys, reimagining the role of the contact centre, deploying AI-enabled service models or transforming customer operations, we work alongside our clients from strategy through design and into delivery.
What you will be doing
You will be joining a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking with practical delivery expertise. We recognise that great candidates come from different backgrounds and won't necessarily have experience across every area below. Instead, we're looking for individuals who bring strength in several of the following disciplines and are excited to broaden their experience across the wider Customer team. We are particularly interested in people with experience in some of the following areas:
- Customer Strategy & North Star Visioning – helping organisations define a clear vision for customer experience, future-state service models and transformation roadmaps that align customer, colleague and business outcomes.
- Connected Customer Experience (CCX) – designing end-to-end experiences that connect journeys, channels, technology, data and operations to deliver seamless customer outcomes.
- Service Design & Customer Insight – applying research, journey mapping and design thinking approaches to understand customer needs and translate them into practical solutions.
- Service Reimagined & Contact Centre Transformation – helping organisations redefine the role of service, improve customer and colleague experience, and transform contact centres into value-generating functions.
- Future of Service & Value Creation – helping organisations redefine the role of customer service, identify opportunities to improve productivity, reduce avoidable demand and unlock measurable value from customer operations.
- AI-Enabled Service & Operations – shaping AI strategies, identifying high-value use cases and helping organisations adopt AI, automation and emerging technologies at scale.
- Customer Platforms & Technology Transformation – experience of CRM, CCaaS, digital, automation or customer platform transformation from strategy and procurement through to implementation.
- Transformation Delivery – leading or supporting complex programmes, working alongside clients to turn strategy into measurable outcomes and lasting change.
Your Skills And Experience
- Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes.
- The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes.
- Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres, service operations, customer experience teams or transformation functions.
- An understanding of customer experience, service operations or the drivers of customer, colleague and business performance.
- Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior leaders.
- Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence and influence change.
- Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into actionable recommendations.
- Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they can create value for organisations.
- A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our Customer capability.
What a career at Baringa will give you
Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:
- Generous Annual Leave Policy: We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
- Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
- Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
- Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support their wellbeing through an activity of their choice.
- Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.
Diversity and Inclusion
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
An award-winning workplace
You can be a part of our ‘Great Place to Work’ – with our commitment to women and well‑being in the workplace for all.
Using business as a force for good.
We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve. We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts.
Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.
Join us
All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.
Baringa Privacy Notices
For UK & EU: Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com
For the USA: Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access, or correction of your personal information. For further details, please contact privacy@baringa.com
For Australia & Singapore: Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER & APAC), to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com
Customer Experience & Transformation Leader employer: Baringa
Baringa is an exceptional employer that prioritises collaboration and personal growth within its Industrial Manufacturing practice in Greater London. With a strong commitment to employee wellbeing, generous annual leave, and flexible working arrangements, Baringa fosters a supportive work culture that values diversity and inclusion, making it an ideal place for professionals seeking meaningful and rewarding careers in Aerospace, Automotive, and Industrial sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Transformation Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Baringa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Baringa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Transformation Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Baringa:Your cover letter is your chance to shine! Tell us why you want to work at Baringa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Baringa!
How to prepare for a job interview at Baringa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
