At a Glance
- Tasks: Lead clients through transformative customer experience projects and enhance employee engagement.
- Company: Join TTEC Digital, a leader in customer experience transformation.
- Benefits: Enjoy competitive salary, bonuses, health insurance, and educational support.
- Other info: Dynamic role with opportunities for mentorship and professional growth.
- Why this job: Make a real impact on customer experiences while thriving in a supportive environment.
- Qualifications: 5+ years in contact centre operations with strong consulting and technology skills.
The predicted salary is between 36000 - 60000 £ 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 are seeking an accomplished Senior Consultant, Customer Experience (CX) Transformation located in EMEA to lead clients through complex customer experience and contact centre transformations. You will act as a principal advisor bridging the gaps between operational reality, business strategy and the technical execution, architecting the change and delivering measurable improvements in customer and agent experience. This role requires a blend of previous operational expertise, technology fluency, and consulting acumen to design and implement future-state operating models for a wide range of industries in leading organisations across the EMEA region.
What you’ll be doing:
- Operational & Technology Discovery
- Lead comprehensive discovery phases to audit and assess client contact centre environments, including telephony, CRM, workforce management, and digital channels.
- Define and direct the strategic vision for large-scale transformations, utilising deep "As-Is" diagnostic modelling to identify inefficiencies, technology gaps, and opportunities for automation or self-service that align with client long term objectives.
- Conduct structured stakeholder interviews and executive-level observations with agents and leadership to evaluate the organisational culture and employee experience.
- Translate operational findings into high-level, strategic insights and actionable narratives designed to drive consensus across all levels of leadership, from operations to the C‑Suite.
- Strategy & Transformation Planning
- Design “To‑Be” target operating models, including omnichannel service strategies, AI/automation overlays, and optimised operational workflows.
- Develop and socialise comprehensive transformation roadmaps, applying rigorous commercial logic to prioritise high‑impact initiatives and complex, multi‑year strategic overhauls.
- Lead the requirements specifications for solution selection and design (RFP support) regarding CCaaS, UCaaS, and digital engagement platforms.
- Business Case Development
- Build compelling business cases and ROI models to financially justify technology investments (e.g., cost‑to‑serve reductions, CSAT improvements, deflection rates) to secure funding.
- Demonstrate expertise in articulating benefits effectively articulating the link between technological capabilities and organisational strategic goals.
- Define and track key performance indicators (KPIs) to demonstrate the alignment of proposed solutions with measurable business outcomes and long‑term financial sustainability.
- Engagement & Workshop Facilitation
- Design, plan and facilitate high‑energy design thinking workshops to gather requirements, map user stories, and drive consensus among stakeholders.
- Manage relationships with senior client stakeholders, acting as a trusted advisor and challenging their thinking to drive innovation.
- Use visualisation and storytelling techniques to socialise the transformation journey, ensuring enterprise‑wide buy‑in and sustained momentum for the strategic roadmap.
- Development & Influencing
- Evolve the development of the teams’ methodologies and delivery frameworks in support of practice growth and to maintain competitive edge.
- Mentor colleagues across mixed delivery teams to deliver best in class, high performance culture that is focused on outcome led and collaborative consulting.
- Ability to manage complexity and political environments to drive consensus.
What you will bring:
- Operational & Process Expertise
- 5+ years of experience in contact centre operations role.
- Deep understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks.
- Proven ability to map complex process flows (Visio, Lucidchart) and identify process re‑engineering opportunities.
- Technology Proficiency
- Deep expertise in contemporary customer experience (CX) platforms and technologies that includes: 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.
- Demonstrated ability to engage IT architects in technical dialogue and articulate business value to operational leaders.
- Consulting & Soft Skills
- Exceptional facilitation skills with the ability to manage diverse groups and extract meaningful requirements.
- Compelling storytelling and visualisation skills, with the ability to converse with a broad audience from IT architects and operational leaders to C Suite executives.
- Commercial acumen: Ability to build TCO models and financial justifications.
- Extensive experience in change management, agile methodologies, and continuous improvement (e.g., Kaizen, Lean Six Sigma).
- Professional Qualifications (Desirable)
- Certifications in Lean Six Sigma, Kaizen, Agile, or similar methodologies.
- Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).
What we offer:
We offer a competitive salary, annual leave and holiday time off, bonus earning opportunity, life insurance, pension contribution, private health insurance and educational assistance.
Senior Consultant, Customer Experience (CX) Transformation 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 a competitive salary, comprehensive health insurance, and opportunities for professional growth through mentorship and educational assistance. Our commitment to employee well-being and innovation makes TTEC Digital an exceptional employer in the EMEA region.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant, Customer Experience (CX) Transformation
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TTEC Digital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TTEC Digital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Consultant, Customer Experience (CX) Transformation
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TTEC Digital:Your cover letter is your chance to shine! Tell us why you want to work at TTEC Digital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TTEC Digital!
How to prepare for a job interview at TTEC Digital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
