Business Consultant

Sabio Group; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

A leading customer experience consultancy in Madrid is seeking a Business Consultant to join their team. The role involves leading projects on customer service automation, facilitating stakeholder workshops, and conducting UX assessments. The ideal candidate will have strong analytical skills and experience in bot projects, contributing to digital transformation initiatives and ensuring compliance with best practices. This is a full-time position offering a dynamic work environment with opportunities for continuous learning and growth.

Servicios

Pension Scheme

Remote/Flexible work

Life insurance

Health insurance

25 days paid holiday a year

LinkedIn Learning

Formación

• Strong analytical skills in UX/CX consulting projects.
• Experience in digital transformation proposals.
• Knowledge of conversational technologies.
• Participation in automation-related bot projects.

Responsabilidades

• Facilitate stakeholder workshops to define scope and requirements.
• Conduct advanced UX/CX assessments for customer journeys.
• Assess current-state technologies to identify gaps and risks.
• Propose alternative architectures and channel strategies.
• Produce executive-ready transformation proposals.
• Create delivery artifacts aligned with business KPIs.
• Coordinate across teams for end-to-end implementation.
• Define analytics and monitoring for continuous optimization.
• Ensure compliance with data privacy and AI practices.

Conocimientos

Advanced Consulting UX/CX Analysis

Ability to analyze customer bot automation services

Writing and presenting consulting reports

Experience in bot projects

Descripción del empleo

Business Consultant

Department: Delivery

Employment Type: Full Time

Location: Madrid

Description

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic Business Consultant to join our Team.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

The Business Consultant will join our customer service bot/AI agent development team for contact center environments, supporting the full lifecycle—requirements, design, development, unit & integration testing, deployment, and post‑production support. You will translate business goals into measurable AI/automation outcomes, own value cases and KPIs, drive adoption and change, and ensure regulatory and operational readiness across channels (voice/chat/messaging).

Key Responsibilities

You will be part of the customer service bots/AI agents business team. This team covers all phases of the project life cycle: requirements gathering, design, development, unit testing, integration testing, deployment, and post-production support.

• Lead discovery & requirements elicitation: Facilitate stakeholder workshops to define scope, prioritize use cases, and capture business and functional requirements for bot/AI service automation.
• Conduct advanced UX/CX assessments: Map as-is/to-be journeys, diagnose pain points, and identify automation opportunities; define KPIs (e.g., containment rate, FCR, CSAT/NPS, AHT, deflection, resolution time).
• Evaluate current-state technologies & architecture: Assess platforms (LLM/NLU/NLP), orchestration/dialog management, knowledge/RAG, analytics, and integrations (CRM, ITSM, CCaaS, telephony, channels) to surface gaps, risks, and constraints.
• Design target-state solutions & roadmaps: Propose alternative architectures and technology options, channel strategies, and governance; sequence delivery into a pragmatic roadmap aligned to business outcomes.
• Build business cases & financial models: Quantify value (cost-to-serve reduction, SLA improvements, revenue protection/upsell), estimate TCO, ROI, and payback; run scenario and sensitivity analyses.
• Author & present consulting deliverables: Produce executive‑ready assessment reports and transformation proposals with clear recommendations, architecture alternatives, and economic impact; deliver client presentations.
• Translate strategy into delivery artifacts: Create epics/user stories, acceptance criteria, and non-functional requirements; align test strategies (unit, integration, UAT) to business KPIs and success criteria.
• Oversee end-to-end implementation: Coordinate across design, engineering, and QA; manage risks/dependencies; support deployments and hypercare to stabilize performance post go‑live.
• Establish measurement & continuous optimization: Define analytics and monitoring (dashboards, alerts), run A/B tests and tuning cycles (intent coverage, model precision/recall), and drive iterative improvements to CX and KPIs.
• Drive change management, compliance & adoption: Plan comms, training, and support processes; ensure data privacy, GDPR, and responsible AI practices; embed governance for model/version control and content quality.

Skills Knowledge and Expertise

Advanced Consulting UX/CX Analysis

• Ability to analyse and participate in business‑oriented UX/CX consulting projects where customer bot automation services have been analysed, evaluating their KPIs, technologies used, architectures and technological solutions, in order to propose improvements in use cases and disruptive business models based on business models built for each case.

Advanced Consulting Proposal

• Experience in writing and presenting consulting reports to clients that include, in addition to the analysis, a proposal for the digital transformation of their services, alternative architectures and technologies, economic factors such as potential savings and returns on investment, as well as any business recommendations that will help clients improve and evolve their customer service.

What extra would be desirable

Bot architecture

• Experience in contact centre and Meta integrations across different platforms.
• Knowledge of conversational technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix or Microsoft Bot Framework, VXM.

Experience in bot projects

• Participation in bot projects (voicebots, chatbots, virtual assistants, etc.) involving conversational flows, open questions, automation, NLU technologies (voice recognition, classification, voice synthesis) and generative AI.
• Experience in customer service, requirements gathering, design, validation, etc.

Ling / NLU

• Experience in recognition models (SST, TTS, NLU) as well as in their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer.
• Experience in improving UX in terms of design, development, analysis and continuous improvement of NLP associated with bots.

GenAI

• Experience in designing, writing and improving AI prompting under different LLM models. Knowledge of technologies based on generative AI: e.g. Agentic, Google Conversational Agent with Playbooks, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI, other AI architectures or LLMs, etc.

Benefits

Benefits may include:

• Pension Scheme
• Remote/Flexible work
• Life insurance
• Health insurance
• 25 days paid holiday a year
• LinkedIn Learning
• Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.