At a Glance
- Tasks: Support clients in transforming their customer experience through innovative solutions and operational improvements.
- Company: Join TTEC Digital, a leader in customer experience transformation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement and technology.
- Why this job: Make a real impact on customer experiences while developing your consulting skills.
- Qualifications: 2-5 years in contact centre operations with a passion for CX innovation.
The predicted salary is between 55000 - 65000 £ per year.
At TTEC Digital, we coach clients to ensure their employees feel valued and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. We’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries. This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes. You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies.
What you will be doing:
- Operational & Technology Discovery
- Support discovery phases to understand client contact centre operations, processes, and technology.
- Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities.
- Conduct stakeholder interviews and capture operational insights.
- Translate findings into clear outputs such as process maps, summaries, and recommendations.
- Solution Designing & Planning
- Contribute to the design of future-state operating models and service improvements.
- Support the development of transformation roadmaps and prioritised initiatives.
- Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels).
- Business Case Development
- Assist in building simple business cases and benefits models.
- Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction).
- Support linking proposed improvements to measurable outcomes.
- Engagement & Workshop Facilitation
- Support the planning and facilitate the workshops to gather requirements and validate solutions.
- Work collaboratively within client teams to build & deliver the engagement.
- Contribute to presentation materials and storytelling outputs.
- Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements.
- Delivery & Team Contribution
- Work as part of a multidisciplinary team to deliver CX transformation initiatives.
- Contribute to internal knowledge sharing, templates, and ways of working.
- Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes.
- Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation.
- Take ownership of defined workstreams or deliverables within a wider programme.
Skills and experience you bring:
- Operational & Process Expertise
- 2 to 5+ years of experience in contact centre operations role.
- Good understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks.
- Proven ability to map process flows (Visio, Lucid chart) and identify process improvement opportunities.
- Technology Proficiency
- Exposure to CX technology stack: CCaaS (e.g., Genesys Cloud, NICE CXone, Google, Amazon Connect), CRM (e.g., Salesforce, Microsoft Dynamics, Zendesk), WFO/WFM (e.g., Verint, Calabrio), Digital: Chatbots, Conversational AI, Omnichannel messaging.
- Ability to engage with both business & technical stakeholders.
- Consulting & Soft Skills
- Strong facilitation skills with the ability to manage stakeholders to extract meaningful requirements.
- Experience storytelling and visualisation skills, with the ability to converse with a broad audience.
- Structured thinking and problem-solving skills.
- Ability to build trusted relationships with clients, partners, and internal teams to drive alignment and programme momentum.
- Highly organised and proactive, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
- Self-starter with strong initiative, able to work independently and drive progress without constant direction.
- Passionate interest in CX innovation, AI and operational improvement.
- Desirable
- Exposure to agile or continuous improvement methodologies.
- Experience working in transformation or consulting environments.
- Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).
Senior Consultant - Customer Experience Transformation (CXT) in London employer: TTEC Digital
At TTEC Digital, we pride ourselves on fostering a vibrant work culture where employees are empowered to thrive and make a meaningful impact. As a Senior Consultant in Customer Experience Transformation, you will benefit from extensive professional development opportunities, collaborative teamwork, and the chance to work on high-impact projects across diverse industries. Our commitment to employee well-being and innovation ensures that you will be part of a forward-thinking organisation dedicated to transforming customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant - Customer Experience Transformation (CXT) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the CX space and let them know you're on the lookout for opportunities. A friendly chat can lead to referrals or insider info about openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to CX transformation. Think about your past experiences and how they align with the role. We want you to showcase your skills in contact centre operations and process improvement!
✨Tip Number 3
Don’t forget to research the company culture at TTEC Digital. Understanding their values and mission will help you tailor your responses during interviews, showing that you’re not just a fit for the role, but for the team too!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and making a difference in customer experience.
We think you need these skills to ace Senior Consultant - Customer Experience Transformation (CXT) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Consultant in Customer Experience Transformation. Highlight your experience in contact centre operations and any relevant technologies you've worked with. We want to see how your skills align with what we're looking for!
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 makes you a perfect fit for our team. Be sure to mention specific projects or achievements that showcase your expertise.
Showcase Your Problem-Solving Skills:In your application, don’t just list your skills—show us how you've used them to solve real problems. Whether it's improving processes or enhancing customer satisfaction, we love seeing concrete examples of your impact in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates. Plus, it’s super easy to do—just follow the prompts and let us know why you’d be a great addition to our team!
How to prepare for a job interview at TTEC Digital
✨Know Your CX Metrics
Familiarise yourself with key contact centre metrics like AHT, FCR, and NPS. Being able to discuss these metrics confidently will show that you understand the operational side of customer experience and can contribute meaningfully to discussions about improvement opportunities.
✨Master the Art of Storytelling
Prepare to showcase your storytelling skills by crafting a narrative around your past experiences. Use examples that highlight your ability to identify pain points and implement solutions in previous roles. This will demonstrate your consulting capabilities and how you can engage stakeholders effectively.
✨Be Ready for Technical Discussions
Brush up on your knowledge of CX technologies like CCaaS and CRM systems. Be prepared to discuss how you've used these tools in the past or how you would approach integrating them into a client's operations. This shows you're not just a people person but also tech-savvy.
✨Show Your Collaborative Spirit
Highlight your experience working in multidisciplinary teams. Share examples of how you've built strong relationships with clients and colleagues to drive projects forward. This will illustrate your ability to foster trust and alignment, which is crucial for success in this role.
