Customer Experience Transformation Consultant

Baringa; Greater London; Hybrid; 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

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.