Management Consultant - Customer Service Transformation

Management Consultant - Customer Service Transformation

[Employer hidden — view at passion-project.co.uk] is one of the world’s most successful innovation and design companies and has recently turbo-charged our UK business through a number of mergers and acquisitions.

We’re growing fast, and our next move is to build on our global heritage in brand consultancy and launch a market leading UK brand offer.

As part of the Service Transformation team in [Employer hidden] your primary focus will be on project delivery for our clients who are increasingly calling on us to transform the way they engage with their customers through a range of contact channels. From assessing current Contact Centre capabilities, to designing and supporting the implementation of new digital channels and tools or optimising Workforce Management solutions, you will be shaping the business transformation journey for client customer service organisations and will enjoy a variety and richness of experiences which will provide opportunities for your personal development.

We are looking for your Contact Centre operational or transformation experience to compliment and augment the knowledge within our growing Service Transformation team, and support development of propositions that help support our growth ambition. We are looking for individuals who are passionate in supporting our clients to design, deliver and optimise their customer engagement, with a focus on omnichannel and contact centre transformation.

It is an exciting time for the Service Transformation team, and we are looking for experienced, energised individuals to help accelerate our growth.

Working as a Consultant brings a variety of opportunities to learn, share and shine, in this role you will:

• Work with clients to deliver large Service transformation projects with a customer centric focus to deliver business outcomes for our clients
• Use your creativity and innovation skills to come up with solutions to client challenges across diverse & complex organisations
• Share and apply your customer service knowledge and expertise to support our clients with their business transformation including areas such as Service, CRM, telephony, automation, virtual assistants, call routing, process optimisation to deliver a better customer experience
• Consider operations holistically, ensuring that process, technology, and people dimensions are covered in our clients’ transformation plans
• Work with members of our [Employer hidden] and wider Capgemini team and our clients in a collaborative way
• Use data driven insight to advise our clients on their channel strategy and operational focus
• Support our clients to deliver a great Customer and Employee Experience

A strong desire to be part of, and contribute to, the growth and success of a top tier consulting practice, contributing to our offers, knowledge and overall strategic goals

Customer engagement expertise within contact centre operations or transformation from industry or consulting

Experience in the Government/Public Sector, Financial Services & Retail sectors. Additional experience from Telco, Utilities and Consumer Products would also be welcome

Operational, technical and/or business change knowledge from within a Contact Centre environment. For example, experience in operating models, channel optimisation, call routing, IVR, AI, workforce management, automation, chatbots or CRM

Experience or awareness of supporting the business transformation enabled by key Contact Centre technologies would be beneficial (including but not limited to, Salesforce, NICE, Aspect, AWS Connect, Odigo, Genesys, 8x8)

The skills and the ability to overcome barriers through the use of drive, determination and influencing skills in a project delivery environment

A natural ability to work in mixed teams of colleagues and senior client executives and possess outstanding communication and interpersonal skills

Confident presentation and storytelling abilities

Consulting experience is advantageous however is not a necessity

Intellectually strong with an excellent academic background

Experience of working in a demanding project environment

Can demonstrate consulting professionalism and flexibility