Consultant to Manager, Customer Experience

Baringa; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

5 weeks annual leave

Hybrid working policy

Wellbeing Fund

Profit Share Scheme

Job summary

Baringa is seeking Consultants to Managers for its Customer Experience practice in London. You will help define future customer strategies, design end-to-end journeys and lead transformations that deliver measurable outcomes across multiple sectors.

The role blends strategic thinking with practical delivery, partnering with senior leaders to implement AI-enabled services and modernise customer operations in a hybrid working environment.

Qualifications

• Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes.
• The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes.
• Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres, service operations, customer experience teams or transformation functions.
• An understanding of customer experience, service operations or the drivers of customer, colleague and business performance.
• Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior leaders. Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence and influence change.
• Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into actionable recommendations.
• Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they can create value for organisations.
• A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our Customer capability.

Responsibilities

• Join a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking with practical delivery expertise.
• We're looking for people who bring strengths in several disciplines and are excited to broaden experience across the wider Customer team.
• The role involves shaping and delivering customer, service or operational transformation programmes and working with stakeholders at all levels.

Skills

Customer Strategy

North Star Visioning

CCX Design

Service Design

Contact Centre

AI & Automation

Transformation Delivery

Job description

Consultant to Manager, Customer Experience

London, United Kingdom

Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding.

The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.

Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors.

Our Customer practice are looking for experienced, Consultants, Senior Consultants, and Managers to join the team.

OurCustomerteam is hiring motivated and talented individuals, from Consultants to Managers, to join us andhelp clients define the future of customer experience and reimagine how they engage,serveand create value for their customers. We work with organisations across a range of sectors to define the future of customer experience, redesign service organisations and deliver transformation that improves customer outcomes, operationalperformanceand commercial value. Drawing onexpertisein customer strategy, service design, customer operations,technologyand AI, we help clients turn ambitious visions into practical, measurable outcomes.

Our team is passionate about helping organisations define and realise a future vision for customer experience and service.Whetherthat'sdefining a Customer Experience North Star, creating a connected customer experience across channels and journeys, reimagining the role of the contact centre, deploying AI-enabled service models or transforming customer operations, we work alongside our clients from strategy through design and into delivery.

What you will be doing

You will be joining a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking with practical deliveryexpertise. We recognise that great candidates come fromdifferent backgroundsandwon'tnecessarily have experience across every area below. Instead,we'relooking for individuals who bring strength in several of the following disciplines and are excited to broaden their experience across the wider Customer team.

We are particularly interested in people with experience in some of the following areas:

• Customer Strategy & North Star Visioning – helping organisations definea clear visionfor customer experience, future-state service models and transformation roadmaps that align customer,colleagueand business outcomes.
• Connected Customer Experience (CCX) – designing end-to-end experiences that connect journeys, channels, technology,dataand operations to deliver seamless customer outcomes.
• Service Design & Customer Insight – applying research, journeymappingand design thinking approaches to understand customer needs and translate them into practical solutions.
• Service Reimagined & Contact Centre Transformation – helping organisations redefine the role of service, improve customer and colleague experience, and transform contact centres into value-generating functions.
• Future of Service & Value Creation – helping organisations redefine the role of customer service,identifyopportunities to improve productivity, reduce avoidabledemandand unlock measurable value from customer operations.
• AI-Enabled Service & Operations – shaping AI strategies,identifyinghigh-value usecasesand helping organisations adopt AI,automationand emerging technologies at scale.
• Customer Platforms & Technology Transformation – experience of CRM,CCaaS, digital, automation or customer platform transformation from strategy and procurement through to implementation.
• Transformation Delivery – leading or supporting complex programmes, working alongside clients to turn strategy into measurable outcomes and lasting change.

Your skills and experience

We're looking for people with a blend of the following skills, experiences and capabilities. We don't expect candidates to have experience across all of these areas; instead, we're interested in individuals who bring strengths in several of them and are excited to continue developing their expertise as part of our growing Customer team:

• Experience of, or a strong interest in, shaping and delivering customer,serviceor operational transformation programmes.
• The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes.
• Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres, service operations, customer experience teams or transformation functions.
• An understanding of customer experience, service operations or the drivers of customer, colleague and business performance.
• Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior leaders. Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence and influence change.
• Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into actionable recommendations.
• Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they can create value for organisations.
• A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our Customer capability.

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.

You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. Click here to see some of our recent awards and how we’ve achieved this.

Using business as a force for good.

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.

We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.

All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.

UK Demographic Set

Baringa is an equal opportunities employer and operates a policy that positively welcomes applications from suitably qualified and eligible candidates irrespective of background, sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, pregnancy and maternity or any other category protected by applicable law. Baringa collects this information anonymously for monitoring purposes only, to assess the effectiveness of our procedures and identify where changes need to be made. You are not obligated to answer all or any of the questions, however in providing this information you will help us to ensure our recruitment is fair and objective for all.

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