At a Glance
- Tasks: Lead transformative projects in customer experience and AI integration.
- Company: Join a top-tier global management consulting firm driving digital evolution.
- Benefits: Competitive salary, bonuses, hybrid working, and extensive benefits.
- Other info: Opportunity for rapid career advancement and leadership development.
- Why this job: Shape the future of customer service with innovative AI solutions.
- Qualifications: Experience in management consulting and a passion for tech-driven transformation.
The predicted salary is between 70000 - 90000 £ per year.
Location: England, Wales or Scotland / Hybrid Working
Salary: Competitive + Bonus + Benefits
Position Type: Full-time, Permanent
About Our Client
Our client is a tier-one global management consulting powerhouse renowned for driving large-scale digital and operational evolution. As organisations enter the "agentic era," this firm is at the forefront of re-imagining how brands interact with their customers. They are currently expanding their elite Customer Service Transformation practice and seeking high-calibre consulting professionals to lead next-generation CX, CCaaS, and Agentic AI initiatives.
The Opportunity
There has never been a more exciting time to focus on service transformation. In this pivotal role, you will bridge the gap between business strategy, human-centric design, and cutting-edge technology. You will help global brands boost operational efficacy, optimise current infrastructures, and implement pioneering automation. By putting both the user and the employee at the heart of your solutions, you will shape seamless journeys across all service touchpoints. This position is a distinct blend of delivery excellence, capability development, and business growth, offering a direct path to senior leadership.
Key Responsibilities
- Customer Service Transformation & Optimisation: Lead the business transformation enabled by front-office platforms, CCaaS environments, and Conversational/Agentic AI.
- CX Strategy & Operating Models: Partner with C-suite stakeholders to assess current capabilities, design future-state operating models, and optimise channel strategies to reduce friction and contact drivers.
- Agentic AI & Innovation: Identify opportunities to embed autonomous AI agents into the customer journey, balancing automated efficiency with high-value human touchpoints.
- Business Development: Leverage your market insights to shape compelling value propositions, lead bids, and inspire clients to secure new business growth.
- Client & Stakeholder Mastery: Serve as the trusted advisor for complex client accounts, driving technology adoption, cultural change, and measurable business outcomes.
- Leadership & Coaching: Act as a role model and mentor to junior consultants, fostering an inclusive, high-performance team culture.
What We Are Looking For
We welcome applicants from established management consultancies or corporate transformation backgrounds who possess:
- Consulting Expertise: A proven track record in management consulting, specifically delivering CRM, CX, or Contact Centre operating model transformations.
- Tech-Savvy Vision: A strong understanding of modern platform capabilities and a passion for how Agentic AI is transforming the modern contact centre.
- Commercial Acumen: Demonstrated experience supporting commercial growth through proposition building, proposal creation, and bid responses.
- User-Centric Design: Experience re-engineering customer and colleague journeys to solve complex operational challenges.
- Exceptional Communication: The ability to influence senior stakeholders and align multi-disciplinary teams (data, technology, and business) toward a shared vision.
Desirable Attributes (The Bonus Points)
Experience working with, implementing, or designing strategies for at least one of the following platform and Agentic AI providers:
- CCaaS & Enterprise CRM: NICE CXone Mpower, Salesforce Agentforce, Talkdesk Autopilot, Genesys Cloud CX, Five9 Genius AI, Vonage Contact Center, Amazon Connect.
- Agentic AI, LLM Orchestration & Copilots: Cresta, Retell AI, Kore.ai XO, Sierra, Decagon, Google Cloud CCAI.
If you are ready to shape the future of the service industry and drive the adoption of Agentic AI at scale, please submit your CV for a confidential discussion.
Customer Experience (CX), Contact Centre / CCaaS & Agentic AI Transformation in City of London employer: Consulting Point
As a tier-one global management consulting powerhouse, our client offers an exceptional work environment that champions innovation and professional growth. With a focus on transforming customer experiences through cutting-edge technology and human-centric design, employees are empowered to lead impactful projects while enjoying a competitive salary, bonuses, and comprehensive benefits. The hybrid working model across England, Wales, and Scotland fosters a flexible work culture, making it an ideal place for ambitious professionals seeking to advance their careers in a dynamic and supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience (CX), Contact Centre / CCaaS & Agentic AI Transformation in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Consulting Point. 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 Consulting Point 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 (CX), Contact Centre / CCaaS & Agentic AI Transformation in City of London
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 Consulting Point:Your cover letter is your chance to shine! Tell us why you want to work at Consulting Point 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 Consulting Point!
How to prepare for a job interview at Consulting Point
✨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.
