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- Tasks: Lead transformative projects in customer service using AI and automation.
- Company: Join a premier global consultancy with a collaborative and entrepreneurial culture.
- Benefits: Flexible work options, rapid career progression, and a supportive network.
- Other info: Work in a dynamic environment with opportunities for growth and innovation.
- Why this job: Make a real impact on customer experiences 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 in England employer: Consulting Point
Contact Detail:
Consulting Point Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in England
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or attend relevant events. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills in interviews! Prepare examples of how you've transformed customer experiences in past roles. Use specific metrics to demonstrate your impact – numbers speak volumes!
✨Tip Number 3
Research the company culture and values before your interview. Tailor your responses to show how you align with their mission, especially around customer-centric strategies and innovation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Experience Manager in England
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 care and how your background aligns with our mission to re-imagine customer journeys.
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 drive business growth and improve customer experiences.
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 you on our radar quickly!
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'. Being able to discuss these topics confidently will show that you're not just interested but knowledgeable.
✨Showcase Your Transformation Skills
Prepare specific examples from your past roles where you've led or supported business transformations. Highlight how you mapped customer journeys or optimised service touchpoints. This will demonstrate your hands-on experience and ability to drive change effectively.
✨Engage with Stakeholders
Think about how you’ve managed stakeholders in previous projects. Be ready to discuss your approach to aligning technical solutions with business objectives. This is crucial for a role that requires collaboration across various teams, so showing your interpersonal skills will be key.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer service transformation and their vision for the future. This not only shows your genuine interest but also gives you a chance to assess if the company culture aligns with your values.