At a Glance
- Tasks: Lead customer service transformation for a global pharma company, driving impactful change.
- Company: Boutique management consulting firm specialising in strategic advisory and transformation.
- Benefits: Fixed-term contract with hands-on experience and collaboration with senior stakeholders.
- Other info: Opportunity for practical impact and excellent career growth.
- Why this job: Shape the future of customer service in a dynamic, fast-paced environment.
- Qualifications: 10+ years in consulting with expertise in customer service transformation.
The predicted salary is between 66582 - 80000 £ per year.
Location: London, 3-4 days in the office
Contract Duration: 3–6 months
Start: Immediately
Sector: Manufacturing / Pharmaceutical/ Biotech / Distribution
Interview process: Initial online interview, Case study interview on-site
About Dune Advisors: We are a boutique management consulting firm specializing in providing strategic advisory, transformation and M&A support to clients across Life Sciences, CPG and Manufacturing. Based in the UK, our team works closely with large global organizations to drive impactful change through conceptualization, design, and implementation of company-wide Transformation programs and Transactions.
The Role: As the Customer Service Transformation Lead you will manage key workstreams on a high-impact transformation programme for our client, a global pharma company. This is a hands-on contract role suited to someone who has significant customer service operating model change experience, particularly involving restructuring, or redesigning customer service across different business lines to improve customer experience. The role will involve working closely with senior stakeholders across commercial, operations, IT, legal and finance to define the future-state customer service model, design the organisation and process changes required, and support implementation across onshore and offshore teams.
What you will do: You will lead the design and delivery of a customer service transformation programme, including:
- Assessing the current customer service organisation, query flows, service levels, account coverage and pain points
- Designing the future-state customer service operating model across business lines, customer segments and geographies
- Separating or restructuring a unified customer service organisation into distinct functions aligned to different business needs, such as manufacturing and distribution
- Defining detailed organisation design, including headcount, roles, responsibilities, reporting lines and onshore/offshore delivery split
- Designing offshore customer service hub models, including triage logic, routing principles, escalation paths and interaction model with onshore teams
- Developing fit-for-purpose service models for high-value and technically complex customer accounts, including dedicated CSR models and specialist technical support teams
- Mapping current-state query flows and designing future-state processes across customer service, commercial, operations and technical teams
- Working with IT teams to align process and operating model design with SAP C4C or equivalent CRM/ticketing platforms
- Building the data baseline required to support decisions, including query volumes, complexity, handling patterns, account segmentation and workload drivers
- Managing workstreams across organisation design, process, technology, data and legal/commercial dependencies
- Preparing materials and recommendations for senior leadership decision-making
What we are looking for: The ideal candidate will bring:
- Proven experience leading end-to-end customer service transformation programmes in complex manufacturing, life sciences, industrials or distribution or B2B environments
- Strong understanding of customer service operating models, especially in businesses with technically complex products and high-value accounts
- Experience designing or implementing offshore customer service hubs, including triage, routing and escalation models
- Experience separating, restructuring or redesigning customer service organisations across multiple business lines or entities
- Strong organisation design skills, with the ability to translate a high-level model into detailed structures, roles and headcount requirements
- Strong process design capability, including current-state mapping and future-state process definition
- Practical understanding of SAP C4C or similar CRM/ticketing/customer service platforms
- Ability to work with CS data to baseline demand, classify query types and identify service model implications
- Excellent stakeholder management skills, with the ability to align senior leaders across commercial, operations, IT, legal and finance
- Strong programme management discipline, including phasing, dependency tracking, issue resolution and delivery governance
- A hands-on, pragmatic style: able to move from strategy and design into implementation
- High EQ with strong verbal and written communication skills, including story boarding and developing clear and concise presentations
Why this role: This is an opportunity to lead a meaningful customer service transformation in a complex business environment, working directly with senior stakeholders and shaping the future operating model rather than producing a theoretical design. The work will be practical, fast-paced and delivery-focused with an enthusiastic and collaborative team.
Customer Service Transformation Lead in London employer: Dune Advisors Limited
At Dune Advisors, we pride ourselves on being a dynamic boutique management consulting firm that fosters a collaborative and innovative work culture. As a Customer Service Transformation Lead, you will have the opportunity to drive impactful change within a global pharma company while working alongside experienced professionals in a supportive environment that values employee growth and development. Our London office offers a vibrant atmosphere where your contributions are recognised, and you can make a real difference in shaping customer service transformation strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Transformation Lead in London
✨Tap into Consulting Networks
Get active in local management consulting networks and organisations. Attend meetups, workshops, or webinars specific to consulting where you can connect with professionals who may know of temporary roles opening up at places like Dune Advisors Limited. Don’t underestimate word-of-mouth – it’s massive in our field!
✨Show Off Your Skills in Real-Time
As a temporary hire, you need to demonstrate your value quickly. Consider creating a mini-case study or analysis relevant to the industry and share it on platforms like LinkedIn or even during networking events. This can be an impressive way to showcase your analytical skills and problem-solving prowess – just what consulting firms are looking for!
✨Check for Temporary Roles on Niche Job Boards
Look for temporary roles on specialised job boards for consulting gigs rather than just generic platforms. Websites like Consultancy.uk or even the Careers pages of major firms could have short-term projects or roles that are perfect for you to jump in at Dune Advisors Limited.
✨Leverage University and Alumni Resources
If you’re fresh out of uni or connected with a local institution, take advantage of their career services and alumni networks. Many universities have exclusive connections to consulting firms seeking temporary help. Plus, it’s a great way to meet other aspiring consultants who might share leads about opportunities at Dune Advisors Limited.
We think you need these skills to ace Customer Service Transformation Lead in London
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at Dune Advisors Limited and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at Dune Advisors Limited
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like Dune Advisors Limited will want to see.
✨Show Off Your Problem-Solving Skills
You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to Dune Advisors Limited.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at Dune Advisors Limited.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at Dune Advisors Limited. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
