Location: UK Remote / Hybrid Role Type:
Permanent Level: Consultant – Director (Multiple Hires)
Sector: Customer Experience (CX) & Digital Transformation
The Opportunity Consulting Point is partnering with the experience-led transformation arm of a premier global management consultancy. This practice blends strategic consulting with creative design to build market-defining business models and customer journeys. Due to significant growth, the firm is seeking Customer Service Transformation specialists across all levels, from Consultant through to Director.
The team focuses on re-imagining how large-scale enterprises engage with their customers, specifically by transitioning legacy contact centre operations into the \"Agentic Era\" of automated and AI-enhanced service.
Key Responsibilities
* Lead or support large-scale business transformations enabled by Customer Service and CRM platforms such as Salesforce, Microsoft Dynamics, and CCaaS environments.
* Design future-ready customer service strategies and operating models that leverage conversational AI and automation.
* Map and optimise customer and colleague journeys across all service touchpoints to improve overall experience and operational efficacy.
* Conduct maturity assessments of current contact centre capabilities and identify the technical requirements for future-state service operations.
* Collaborate with multi-disciplinary teams across data, technology, and design to deliver customer-centric business outcomes.
* For senior levels: Drive business growth by leading proposals, shaping market-facing propositions, and mentoring junior consultants within the practice.
Required Experience & Skills
* Proven background in management consulting or a dedicated internal transformation role within a complex organisation.
* Domain expertise in Customer Service, CRM, or Contact Centre operations.
* Literacy in modern service technology, including an understanding of the capabilities offered by Salesforce, Microsoft Dynamics, or CCaaS providers (e.g. Genesys, NICE, AWS).
* Passion for the evolving role of \"Agentic AI\" and its impact on customer care and service delivery.
* Strong track record of identifying business challenges and applying evidence-based strategies to improve customer journeys.
* Excellent stakeholder management skills, with the ability to align technical solutions with broad business objectives.
Why Join This Firm? This organisation offers a unique culture that prizes collaboration and entrepreneurial thinking. You will work on high-impact projects for some of the world’s most recognisable brands, supported by a global network of studios and a mature digital engineering community. The firm provides a flexible, inclusive environment where proactivity is rewarded with rapid career progression.