Senior Consultant / Manager - Customer Contact and Ai Experts
London, United Kingdom
Our Customer practice are looking for an experienced Senior Consultant or Manager to join the team.
Our Customer team is hiring a motivated and talented individual, from Senior Consultants to Manager, to help our clients evolve how they serve their customers in a world increasingly shaped by AI. From rethinking the end‑to‑end customer journey through to embedding AI into day‑to‑day operations, we help clients turn ambition into something that actually works.
What you will be doing
You’ll work side‑by‑side with clients to identify and drive improvements in how customer service operates – understanding demand, journeys and pain points, and identifying where AI can genuinely add value to improve customer outcomes and efficiency.
You’ll be designing and delivering real change – not just strategy on paper – getting into the detail of how contact centres run today, and what it takes to make improvement stick.
You will be particularly focused on:
- Reimagining customer service: improving how contact centres operate – from demand management and journeys through to channel mix, automation and service design
- Applying AI in customer environments: identifying and shaping where AI can add value across voice and digital channels (e.g. IVR, chat, agent assist), with a clear view on what will drive real operational impact
- Hands‑on end‑to‑end delivery: working across the lifecycle from strategy through to design and implementation – shaping roadmaps, standing up pilots and supporting real‑world delivery
- Owning delivery: leading workstreams or small pods – setting direction, driving progress and being accountable for outcomes
- Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace
- Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI
- Supporting others: coaching junior team members and acting as a go‑to within your area
Your skills and experience
We’re looking for people with strong foundations in customer and contact‑centre transformation, who bring a clear, practical perspective on how AI can be applied to improve service.
- Strong grounding in customer contact operations: deep understanding of how contact centres run day‑to‑day across voice and digital channels (sales, service, complaints), including demand drivers, KPIs and operational challenges
- Applied understanding of AI in service environments: able to identify, shape and prioritise AI use cases (e.g. IVR automation, chatbots, agent assist), with a clear view on feasibility, value and operational impact
- Experience with customer and AI technologies: understanding of the platforms that enable modern contact centres and AI capabilities, with a practical view of what works in the real world
- Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders
- Strong client delivery: comfortable building high‑quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments
- Data‑driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions
- Building value cases and buy‑in: able to articulate clear value and bring stakeholders with you to support change
- Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes
- Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non‑technical teams
- Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work
What a career at Baringa will give you
Putting People First.
Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work‑life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:
- Generous Annual Leave Policy: We recognise everyone needs a well‑deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5‑Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
- Flexible Working: We know that the ‘ideal’ work‑life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
- Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
- Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
- Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.
Diversity and Inclusion
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
We never filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed.
