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- Tasks: Lead transformative projects in customer service using AI and automation.
- Company: Join a premier global management consultancy focused on innovative customer experiences.
- Benefits: Flexible work options, rapid career progression, and a supportive, inclusive culture.
- Other info: Collaborate with diverse teams and leverage cutting-edge technology.
- 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)
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.
- 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.
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. Excellent stakeholder management skills, with the ability to align technical solutions with broad business objectives.
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 - Complaints 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 - Complaints in England
✨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
Prepare for interviews by researching the company and its culture. Understand their approach to customer experience and be ready to discuss how your skills align with their goals. We want to see your passion for transforming customer journeys!
✨Tip Number 3
Showcase your expertise in modern service technology during interviews. Be ready to chat about your experience with platforms like Salesforce or Microsoft Dynamics, and how you've leveraged AI in customer service. This will set you apart from the crowd!
✨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 and engaged with our brand.
We think you need these skills to ace Customer Experience Manager - Complaints 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 customer service transformation and any relevant tech skills, like Salesforce or Microsoft Dynamics. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with our mission. Be sure to mention any specific projects that showcase your expertise in transforming customer journeys.
Showcase Your Stakeholder Management Skills: In your application, don’t forget to highlight your ability to manage stakeholders effectively. Share examples of how you've aligned technical solutions with business objectives in past roles. This is key for us as we work with multi-disciplinary teams!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it shows you're proactive, which we love!
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 concepts like 'Agentic AI' and how it’s reshaping customer service. Being able to discuss these topics confidently will show that you're not just interested, but also knowledgeable.
✨Showcase Your Technical Savvy
Since the role involves working with platforms like Salesforce and Microsoft Dynamics, be prepared to talk about your experience with these tools. If you’ve worked on CRM or contact centre operations, share specific examples of how you’ve used technology to enhance customer journeys.
✨Demonstrate Stakeholder Management Skills
This position requires excellent stakeholder management, so think of instances where you've successfully aligned technical solutions with business objectives. Prepare to discuss how you’ve navigated complex organisational structures to achieve results.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills in real-world situations. Think about challenges you've faced in previous roles and how you approached them, especially in terms of transforming customer service operations.