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: Flexible work options, competitive salary, and opportunities for career growth.
- Other info: Potential for long-term employment and dynamic team collaboration.
- Why this job: Make a real impact on customer experiences while developing your consulting skills.
- Qualifications: 2-5 years in contact centre operations and a passion for CX innovation.
The predicted salary is between 60000 - 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.
- 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. CCaa S, 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 s
- 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
- 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
- CCaa S (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 CCaa S certifications, Business Communications, ILM, Leadership awards).
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Senior Consultant - Customer Experience Transformation (CXT) in London employer: ttecdigital
At TTEC Digital, we pride ourselves on fostering a supportive and empowering work environment where our employees can truly thrive. As a Sales Executive in the UKI region, you will benefit from a culture that prioritises employee well-being and growth, alongside opportunities for professional development and a commitment to delivering exceptional customer experiences. Join us in a dynamic location that values innovation and collaboration, making it an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant - Customer Experience Transformation (CXT) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like ttecdigital.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like ttecdigital. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Senior Consultant - Customer Experience Transformation (CXT) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to ttecdigital.
How to prepare for a job interview at ttecdigital
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in ttecdigital's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services ttecdigital offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
