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For Companies At a Glance
- Tasks: Transform customer experiences using AI and cutting-edge tech in a dynamic consulting role.
- Company: Join Oodles Jobs Recruitment Limited, a leader in innovative recruitment solutions.
- Benefits: Enjoy remote work flexibility and a supportive corporate culture.
- Why this job: Make a real impact in the BFSI sector while working with advanced technologies.
- Qualifications: 8+ years in CX consulting or contact centre operations; degree in Business or Technology required.
- Other info: Ideal for those passionate about digital transformation and customer experience innovation.
The predicted salary is between 54000 - 84000 £ per year.
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
CX Transformation Specialist (CCaaS) employer: Oodles Jobs Recruitment Limited
Contact Detail:
Oodles Jobs Recruitment Limited Recruiting Team
cv@oodlesjobs.com
StudySmarter Expert Advice 🤫
We think this is how you could land CX Transformation Specialist (CCaaS)
✨Tip Number 1
Network with professionals in the CX and contact centre industry. Attend relevant events, webinars, or workshops to connect with potential colleagues and employers. This can help you gain insights into the latest trends and technologies in CX transformation.
✨Tip Number 2
Showcase your expertise in AI-led technologies by engaging in discussions on platforms like LinkedIn. Share articles, comment on posts, and even write your own content to demonstrate your knowledge and passion for CX transformation.
✨Tip Number 3
Prepare for interviews by familiarising yourself with the specific tools and technologies mentioned in the job description, such as NICE, AWS Connect, and Genesys. Being able to discuss these technologies confidently will set you apart from other candidates.
✨Tip Number 4
Research the BFSI industry challenges and customer expectations thoroughly. Understanding the unique needs of this sector will allow you to tailor your approach and demonstrate how your skills can directly address their pain points.
We think you need these skills to ace CX Transformation Specialist (CCaaS)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre operations and CX transformation. Use specific examples that demonstrate your skills in technology assessment, journey mapping, and AI strategies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the BFSI industry and how your background aligns with the role. Mention your familiarity with leading CX technologies and your approach to change management.
Highlight Relevant Experience: In your application, emphasise your 8+ years of experience in CX consulting or digital transformation. Include any specific projects where you successfully implemented omnichannel strategies or data-driven insights.
Use Professional Formatting: Ensure your documents are well-formatted and submitted in MS Word format as requested. This shows attention to detail and professionalism, which is crucial for a senior role.
How to prepare for a job interview at Oodles Jobs Recruitment Limited
✨Showcase Your CX Transformation Experience
Be prepared to discuss specific examples of your previous work in CX transformation. Highlight any successful projects where you implemented AI technologies or improved customer experience strategies, as this will demonstrate your expertise in the field.
✨Understand the Latest Contact Centre Technologies
Familiarise yourself with the latest trends and technologies in contact centre operations, especially CCaaS solutions. Being able to speak knowledgeably about platforms like NICE, AWS Connect, and Genesys will show that you are up-to-date and ready to contribute.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage change. Think of situations where you had to navigate challenges in CX transformation and how you approached them, as this will highlight your critical thinking abilities.
✨Demonstrate Stakeholder Management Skills
Since excellent stakeholder management is crucial for this role, prepare to discuss how you've successfully engaged with various stakeholders in past projects. Share examples of how you communicated effectively and aligned different teams towards a common goal.
