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For Companies At a Glance
- Tasks: Lead transformative projects in customer experience using cutting-edge technology and AI.
- Company: Join a premier global consultancy known for innovation and collaboration.
- Benefits: Flexible work options, rapid career growth, and a supportive team culture.
- Other info: Dynamic environment with opportunities to mentor and shape future leaders.
- Why this job: Make a real impact on customer journeys for top global brands.
- Qualifications: Experience in management consulting or customer service transformation required.
The predicted salary is between 60000 - 80000 £ per year.
Location: UK Remote / Hybrid
Role Type: Permanent
Level: Consultant – Director (Multiple Hires)
Sector: Customer Experience (CX) & Digital Transformation
The Opportunity
Consulting Point is partnering with the experience-led transformation arm of a premier global management consultancy. This practice blends strategic consulting with creative design to build market-defining business models and customer journeys. Due to significant growth, the firm is seeking Customer Service Transformation specialists across all levels, from Consultant through to Director. The team focuses on re-imagining how large-scale enterprises engage with their customers, specifically by transitioning legacy contact centre operations into the 'Agentic Era' of automated and AI-enhanced service.
Key Responsibilities
- Lead or support large-scale business transformations enabled by Customer Service and CRM platforms such as Salesforce, Microsoft Dynamics, and CCaaS environments.
- Design future-ready customer service strategies and operating models that leverage conversational AI and automation.
- Map and optimise customer and colleague journeys across all service touchpoints to improve overall experience and operational efficacy.
- Conduct maturity assessments of current contact centre capabilities and identify the technical requirements for future-state service operations.
- Collaborate with multi-disciplinary teams across data, technology, and design to deliver customer-centric business outcomes.
- For senior levels: Drive business growth by leading proposals, shaping market-facing propositions, and mentoring junior consultants within the practice.
Required Experience & Skills
- Proven background in management consulting or a dedicated internal transformation role within a complex organisation.
- Domain expertise in Customer Service, CRM, or Contact Centre operations.
- Literacy in modern service technology, including an understanding of the capabilities offered by Salesforce, Microsoft Dynamics, or CCaaS providers (e.g. Genesys, NICE, AWS).
- Passion for the evolving role of 'Agentic AI' and its impact on customer care and service delivery.
- Strong track record of identifying business challenges and applying evidence-based strategies to improve customer journeys.
- Excellent stakeholder management skills, with the ability to align technical solutions with broad business objectives.
Why Join This Firm?
This organisation offers a unique culture that prizes collaboration and entrepreneurial thinking. You will work on high-impact projects for some of the world’s most recognisable brands, supported by a global network of studios and a mature digital engineering community. The firm provides a flexible, inclusive environment where proactivity is rewarded with rapid career progression.
Customer Experience Manager employer: Consulting Point
Contact Detail:
Consulting Point Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend virtual events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your experience in customer service transformation and CRM platforms. This will give you an edge when discussing your fit for the role during interviews.
✨Tip Number 3
Prepare for those interviews! Research the company’s recent projects and their approach to customer experience. Tailor your answers to show how your background aligns with their goals, especially around AI and automation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in management consulting and any specific projects that showcase your skills in customer service transformation.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about the evolving role of AI in customer service and how your background aligns with our mission at StudySmarter.
Showcase Relevant Skills: Don’t forget to mention your familiarity with CRM platforms like Salesforce or Microsoft Dynamics. We want to see how you can leverage these tools to enhance customer journeys and drive business growth.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Consulting Point
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and digital transformation. Familiarise yourself with tools like Salesforce and Microsoft Dynamics, as well as the concept of 'Agentic AI'. This will show that you're not just a candidate, but someone who’s genuinely passionate about the field.
✨Showcase Your Transformation Skills
Prepare to discuss specific examples from your past roles where you've led or supported business transformations. Highlight how you’ve mapped customer journeys or optimised service touchpoints. Concrete examples will help you stand out and demonstrate your expertise.
✨Engage with Stakeholders
Since stakeholder management is key for this role, think of ways to illustrate your experience in aligning technical solutions with business objectives. Be ready to share stories about how you’ve successfully collaborated with different teams to achieve customer-centric outcomes.
✨Emphasise Your Leadership Potential
If you're aiming for a senior position, be prepared to talk about your experience in mentoring others and driving business growth. Discuss any proposals you've led or market-facing propositions you've shaped. This will show that you’re not just a team player, but also a potential leader.