At a Glance
- Tasks: Support clients in transforming their customer experience and contact centre operations.
- Company: Join TTEC Digital, a leader in customer experience transformation.
- Benefits: Competitive salary, potential for permanent role, and professional growth opportunities.
- Other info: Dynamic team environment with opportunities for continuous learning and development.
- Why this job: Make a real impact on customer experiences while working with innovative technologies.
- Qualifications: 2-5+ years in contact centre operations and strong consulting skills required.
The predicted salary is between 50000 - 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 begins as a 6‑month fixed‑term contract. We anticipate ongoing needs in the team, so there may be an opportunity to move into a longer‑term or permanent position for the right candidate. 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) employer: TTEC Digital
At TTEC Digital, we pride ourselves on fostering a supportive and dynamic work environment where employees are empowered to thrive. As a Senior Consultant in Customer Experience Transformation, you will have the opportunity to engage in high-impact projects while benefiting from a culture that prioritises employee growth and innovation. With a focus on collaboration and continuous improvement, our team is dedicated to enhancing both customer and agent experiences, making TTEC Digital an exceptional place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant - Customer Experience Transformation (CXT)
✨Tip Number 1
Network like a pro! Reach out to your connections in the CX and consulting space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to CX transformation. Think about your past experiences and how they relate to the role. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Showcase your skills with a portfolio! If you’ve worked on any relevant projects, gather them together to demonstrate your expertise in contact centre operations and CX improvement. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Consultant - Customer Experience Transformation (CXT)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Consultant role. Highlight your contact centre operations experience and any CX improvement projects you've been involved in. We want to see how you can bring value to our team!
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 transformation and how your background aligns with our vision. Be genuine and let your personality come through – we love that!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. Whether it's mapping process flows or improving service levels, we want to see your structured thinking and problem-solving abilities in action.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you'll be one step closer to joining our amazing team at TTEC Digital!
How to prepare for a job interview at TTEC Digital
✨Know Your CX Metrics
Make sure you brush up on 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 during the interview. Think about how you can present your past experiences in a way that highlights your problem-solving abilities and your impact on previous projects. Use clear examples that demonstrate your role in transforming customer experiences.
✨Engage with Technology
Familiarise yourself with the CX technology stack mentioned in the job description, such as CCaaS and CRM platforms. Be ready to discuss your experience with these tools and how they can be leveraged to enhance customer and agent experiences.
✨Show Your Collaborative Spirit
Since this role involves working closely with clients and internal teams, be prepared to talk about your experience in collaborative environments. Share examples of how you've built strong relationships and facilitated workshops to gather requirements or validate solutions.
