AI-Driven Customer Service Transformation Lead

Remote Worker LTD.; Greater London; Hybrid; GBP 85,000 - 105,000; Full time

Benefits offered by this job

Annual leave

Hybrid working

CSR days

Wellbeing fund

Profit sharing

Job summary

Baringa is seeking a Senior Consultant or Manager to join Our Customer practice and help clients evolve how they serve customers in a world shaped by AI. You will drive end-to-end delivery from strategy to implementation, working closely with Product, Tech and Operations to transform contact centres and embed AI into day-to-day operations.

The role emphasizes hands-on delivery, stakeholder alignment and building value through practical AI applications, with a strong focus on customer outcomes

Qualifications

• Strong grounding in customer contact operations across voice and digital channels.
• Applied understanding of AI in service environments with feasible value and impact.
• Experience with customer and AI technologies and platforms that enable modern contact centres.
• Structured thinking with a clear point of view for senior stakeholders.
• Proven client delivery experience in fast-paced delivery environments.
• Data-driven decision making to identify opportunities and guide decisions.
• Ability to build clear value cases and secure stakeholder buy-in.
• Drive, ownership and accountability in ambiguous situations.
• Collaborates across Product, Technology and Operations to move delivery forward.
• Curiosity about how AI evolves and practical client impact.

Responsibilities

• You’ll work with clients to identify and drive improvements in how customer service operates, understanding demand, journeys and pain points, and where AI can add value.
• Design and deliver real change beyond strategy on paper, detailing how contact centres run today and how to implement improvements.
• Focus on reimagining customer service, from demand management to channel mix and service design.
• Lead end-to-end delivery across lifecycle: strategy, design and implementation, roadmaps, pilots and real-world delivery.
• Own delivery by leading workstreams or small pods and driving progress toward outcomes.
• Collaborate with clients’ Product, Tech and Operations teams to move delivery forward quickly.
• Support growth by contributing to proposals and shaping new opportunities in customer and AI.
• Coach junior team members and act as a go-to within your area.

Skills

Customer ops

AI in service

Contact centre platforms

Structured thinking

Client delivery

Data-driven decisions

Value case development

Drive & ownership

Stakeholder collaboration

Curiosity AI

Job description

Baringa is seeking a Senior Consultant or Manager to join Our Customer practice and help clients evolve how they serve customers in a world shaped by AI. You will drive end-to-end delivery from strategy to implementation, working closely with Product, Tech and Operations to transform contact centres and embed AI into day-to-day operations.

The role emphasizes hands-on delivery, stakeholder alignment and building value through practical AI applications, with a strong focus on customer outcomes