CX Transformation Specialist (CCaaS)

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Direct message the job poster from Oodles Jobs Recruitment Limited

• Level: Senior Manager/AVP
• Domain: BFSI
• Location: UK, London, Home Working
• Must be: in the UK and have the right to work.

Please submit CV\’s in MS Word format our Business Preferred through LinkedIn or to cv@oodlesjobs.com

(If you have already submitted your details to us, there is no need to do this again)

We are seeking an experienced and innovative CX Transformation Consultant with expertise in Contact Center technology and operations. This role will focus on delivering tailored consulting services to help clients transform their customer experience strategies, leveraging AI-led cutting-edge technologies and data-driven insights.

You must be able to prove you have:

• Contact Center Transformation Skills
• CX Transformation Experience

To summarise, my client would need you to demonstrate your experience in the below:

• Contact Center technology and operations
• Technology Assessment & Advisory
• Journey Mapping & Design
• AI and Automation Strategy
• Change Management & Organizational Alignment
• Data-Driven Insights & Analytics
• Omnichannel & Personalization Strategies
• End-to-End Implementation Support

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree preferred.
• 8+ years of experience in contact center operations, CX consulting, or digital transformation.
• Experience with program/project management, preferably in the context of CX consulting and/or digital transformation.
• Demonstrated expertise in at least one of the following service areas: customer journey mapping, omnichannel strategy, and data-driven insights.
• Proven experience with CCaaS and other AI-enabled CX technologies.
• Excellent stakeholder management, communication, and problem-solving skills.
• A background in the Banking, Financial Services and Insurance industry and knowledge of the BFSI industry challenges, regulatory requirements, and customer expectations is preferred.

Preferred Skills:

• Experience working with leading CX technologies (e.g., NICE, AWS Connect, Genesys).
• Familiarity with leading cloud providers and services (e.g., AWS, Azure).
• Familiarity with design thinking, agile methodologies, or Lean Six Sigma.
• Excellent written and verbal communication skills.
• Experience working in multicultural, global teams.

Seniority level

• Executive

Employment type

• Full-time

Industries

• Human Resources

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