At a Glance
- Tasks: Lead tech-driven transformation in customer contact environments and develop innovative strategies.
- Company: Join PA Consulting, a global leader in innovation and technology solutions.
- Benefits: Enjoy health perks, generous leave, performance bonuses, and community involvement opportunities.
- Other info: Be part of a diverse team committed to equality and professional growth.
- Why this job: Make a real impact by shaping the future of customer engagement with cutting-edge AI.
- Qualifications: Experience in contact centre tech transformation and strong understanding of customer experience operations.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview
We believe in the power of ingenuity to build a positive human future. As strategies, technologies, and innovation collide, we create opportunity from complexity. Our teams of interdisciplinary experts combine innovative thinking and breakthrough technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results. We are over 4,000 strategists, innovators, designers, consultants, digital experts, scientists, engineers, and technologists. We have deep expertise in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our teams operate globally from offices across the UK, Ireland, US, Nordics, and Netherlands.
Role Overview
We are seeking a Customer Contact Technology Specialist at Principal Consultant level to lead technology-driven transformation in customer contact environments. The role focuses on developing customer contact strategy where technology is an enabler, combining deep expertise in Contact Centre technology, AI innovation, and consulting delivery to help clients modernise and optimise their customer engagement strategies.
Core Responsibilities
- AI Innovation & Alliances: Work with strategic technology partners and alliances to identify opportunities for AI‑based services tailored to contact centre use cases. Shape joint propositions and support go‑to‑market initiatives with partners.
- Product Ownership: Take ownership of the development and roadmap for KAIWA, our AI coaching and analytics solution. Support sales enablement, client demos, and delivery of KAIWA engagements. Support development of business cases and options for clients.
- Technology Change Leadership: Act as a subject matter expert in technology-based change for customer contact, preferably within Financial Services or Public Sector. Advise clients on business readiness, change management, and operational impact of new technologies.
- CCaaS Platform Expertise: Lead or support rollouts of new CCaaS platforms (e.g., Five9, Genesys, NICE CXone). Deliver overlay consulting services including business readiness assessments, change management plans, and operational transition support.
- CRM Programme Delivery: Shape and deliver CRM transformation programmes integrated with contact centre technology. Ensure alignment between CRM and CCaaS platforms for seamless customer experience.
- Thought Leadership & Advisory: Develop frameworks, best practices, and accelerators for AI adoption in contact centres. Contribute to industry thought leadership through blogs, webinars, and client workshops.
Qualifications
Essential requirements:
- Proven experience delivering technology transformation in contact centres, including AI and CCaaS deployments.
- Strong understanding of customer experience operations, contact centre KPIs, and digital engagement strategies.
- Expertise in business readiness, change management, and stakeholder engagement for technology rollouts.
- Familiarity with AI/GenAI applications for customer contact (e.g., knowledge management, agent assist, conversational AI).
- Confident with data analysis and shaping benefits cases.
- Experience shaping and delivering CRM programmes integrated with contact centre technology.
- Experience working with Financial Services or Public Sector clients preferred.
- Ability to collaborate with alliances and technology vendors to shape joint propositions.
- Preferably an operational practitioner who has transitioned into a consulting role, combining operational experience with consulting disciplines.
Desirable:
- Knowledge of compliance and best practices in AI for CX.
- Experience in developing SaaS products or IP for contact centre environments.
- Consulting background with strong client‑facing skills and commercial acumen, coupled with operational experience.
- Ability to deliver general consulting engagements.
- Strong internal and external networking skills.
- A recognised contributor to industry thought leadership.
- Experience with CRM deployments would be advantageous.
- Be a recognised leader in the Customer contact field experienced with influencing at C‑level.
Benefits
- Health and lifestyle perks, including private healthcare for you and your family.
- 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days.
- Generous company pension scheme.
- Opportunity to get involved with community and charity‑based initiatives.
- Annual performance‑based bonus.
- PA share ownership.
- Tax‑efficient benefits (cycle to work, give as you earn).
EEO Statement
We’re committed to advancing equality. We recruit, retain, reward and develop our people based solely on their abilities and contributions and without reference to their age, background, disability, genetic information, parental or family status, religion or belief, race, ethnicity, nationality, sex, sexual orientation, gender identity (or expression), political belief veteran status, or other by any other range of human difference brought about by identity and experience. We welcome applications from under‑represented groups.
Adjustments or accommodations – Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us at recruitmentenquiries@paconsulting.com.
Customer Contact Transformation Lead employer: Consultancy.uk
At PA Consulting, we pride ourselves on fostering a dynamic and inclusive work culture that champions innovation and personal growth. Located in the vibrant city of London, our employees benefit from a comprehensive package that includes private healthcare, generous annual leave, and opportunities for community engagement, all while working alongside a diverse team of experts dedicated to transforming customer contact through cutting-edge technology. Join us to not only advance your career but also contribute to meaningful projects that shape the future of customer engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Transformation Lead
✨Tip Number 1
Network like a pro! Reach out to current employees at PA Consulting on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Contact Transformation Lead role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by diving deep into AI innovations and CCaaS platforms. Be ready to discuss how you've successfully led technology transformations in customer contact environments. Show us your expertise and passion for the field!
✨Tip Number 3
Don’t just talk the talk; walk the walk! Bring examples of your previous work with CRM programmes and AI applications to the table. We want to see how you’ve made a real impact in your past roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at PA Consulting.
We think you need these skills to ace Customer Contact Transformation Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in technology transformation, especially in contact centres. We want to see how your skills align with the role of Customer Contact Transformation Lead!
Showcase Your Expertise:Don’t hold back on sharing your knowledge about AI innovations and CCaaS platforms. We’re looking for someone who can lead technology-driven transformations, so let us know how you’ve done this in the past!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Consultancy.uk
✨Know Your Tech Inside Out
Make sure you’re well-versed in the latest contact centre technologies, especially AI and CCaaS platforms. Brush up on your knowledge of KAIWA and how it can transform customer engagement. Being able to discuss specific technologies and their impact will show your expertise.
✨Showcase Your Change Management Skills
Prepare examples from your past experiences where you've successfully led technology-driven transformations. Highlight your understanding of business readiness and change management, as these are crucial for the role. Be ready to discuss how you’ve navigated challenges in previous projects.
✨Engage with Thought Leadership
Familiarise yourself with current trends in AI and customer experience. Bring insights or frameworks you’ve developed to the table. This not only demonstrates your knowledge but also shows your passion for the industry and your ability to contribute to thought leadership.
✨Prepare for Client-Facing Scenarios
Since this role involves a lot of client interaction, think about how you would approach various client scenarios. Prepare to discuss how you would engage stakeholders and manage expectations during technology rollouts. Role-playing potential client conversations can help you feel more confident.
