Senior Consultant - CX Tech and Automation

Job Description

Our client is one of the fastest growing management consultancies in the UK with an overseas presence in North America and with a parent company that was recently ranked in the Sunday Times HSBC International Fast Track 200, the league table ranking Britainsfastest growing companies with c.6,000 employees globally.We are now recruiting for a Senior Consultant specifically to focus on customer experience technology and automation projects with a global scale. Specifically, this will include but not limited to multi-channel contact centre platforms (CCaas / UCaaS), frontand back-office automation, live chat / bots, social media, CRM and WFM platforms. You would also take lead with clients on understanding of the challenges & opportunities of migration to cloud based architectures.*****The role will require travel to end client sites and / or our clients London office. There is flexibility for some remote working******The Role

• Support the delivery of consulting projects and/or significant work packages (within larger projects), with minimal guidance, ensuring that budget and client satisfaction is optimised.
• Work with client to clearly understand their needs, agree expectations, test potential solutions, and keep them updated on progress.
• Define scope, create project plan, construct storyboard, and agree deliverables and approach for assigned work.
• Design, lead and facilitate customer focus groups and client workshops.
• Lead teams: assign work according to capability and development needs, coach and develop team members, create team spirit, review completed work checking solution fit and quality, collate recommendations and produce final presentation.
• Work with finance to translate proposed solution into high level costs and benefits and provide relevant inputs for business case if required.
• Present findings to senior client team, selling the solution with clarity and confidence.
• Demonstrate and encourage strong adherence to company processes and solution methodologies.
• Supervise and mentor colleagues.
• Share own knowledge and act as SME (Subject Matter Expert) where required/ relevant to project needs.
• Continually develop own skill set and experience, keeping Customer Management (channels, customer preferences, technology, solutions, and operations) knowledge fresh and up to date.
• Support our clients growth by identifying additional sales opportunities from the existing client base and by producing blogs, articles and case studies to promote the clients brand

Domain Experience

• Broad experience of CX technology transformation programmes including
• - Channel transformation / introduction of New channels including social - Multi channel SaaS contact centre digital platforms
• Leading projects involving omni channel CCaaS / SaaS within front office contact centre environments.
• Excellent understanding of the challenges & opportunities of migration to cloud based architectures.
• Associated technologies used in customer management / contact centre environmentse.g., WFM, CRM, IVR, Speech Analysis, Social Media
• Experience of solution design and delivery of large-scale transformation programmes across multiple locations (e.g., Multi-National, Global)
• Detailed understanding of the components of a customer services operation and how they inter- operate including front-line teams (outbound and inbound) and support functions
• Well-developed understanding of different customer services technologies, channels and tools including telephony, digital. Social etc
• Broad experience of working in customer services across different sectors including regulatory environments
• First-hand experience of solution design within a new customer service operation or leading the transition of the replacement or upgrade of existing technologies
• Good understanding of regulatory issues facing CS operations in different sectors

Keyskills :
Consultancy Customer Experience Technology Contact Centre