Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We''re looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world''s most recognisable brands.

Contact Centre Transformation Consultant

Hybrid Working (UK-based with travel to client sites as required)

Full-time | Permanent

Salary: -95,000 - -100,000 benefits, perks, health-care option and bonus!

Client: Global IT Consultancy

Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We''re looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world''s most recognisable brands.

About the Role

As a Transformation Consultant, you''ll partner directly with clients across a range of industries to help them achieve their customer experience (CX) vision. You''ll lead transformation initiatives, optimise contact centre ecosystems, and implement digital-first solutions that deliver measurable impact.

In this role, you will:

• Lead client engagements: Take ownership of transformation projects, delivering against clearly defined milestones and success measures.
• Assess and optimise current-state operations: Identify gaps in process, systems, and technology, and make actionable recommendations.
• Design future-ready CX strategies: Drive efficiencies and improve experience by introducing automation, self-service, and omni-channel capabilities.
• Maximise tech investment: Advise on existing contact centre platforms (e.g. Zendesk, AWS) and recommend CCaaS solutions tailored to business needs.
• Support pre-sales: Contribute to RFI/RFP responses and collaborate on the development of client-specific solutions.

What We''re Looking For

We''re seeking someone who is both strategic and hands-on, with a strong grasp of the technologies and techniques shaping modern customer operations.

You''ll bring:

• A proven track record in contact centre transformation and CX optimisation
• A deep understanding of contact centre KPIs and how to improve them
• Knowledge of automation tools and principles (e.g. chatbots, conversational AI, webchat, call deflection)
• Experience with customer journey mapping and process re-engineering
• A collaborative, consultative mindset with excellent communication skills

Security & Pre-Employment Requirements

To be appointed, you''ll need to pass Baseline Personnel Security Standard (BPSS) checks, including:

• Right to work verification
• A minimum of 3 years continuous employment history
• Criminal record check (Disclosure and Barring Service)
• Additional checks if you''ve lived outside of the UK in the past 3 years

Apply now and help build the future of customer experience.