Customer Interaction Transformation Consultant

F5 Consultants; Greater London; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

An established global consultancy is seeking a Customer Interaction Transformation Consultant to lead initiatives that modernize customer service channels. This role combines hands-on consulting with operational design to enhance customer experience and efficiency. You will engage with clients to implement innovative solutions like chatbots and automation tools, driving measurable improvements. Join a collaborative, innovation-driven culture where your contributions will significantly impact diverse client engagements. If you're passionate about transforming customer interactions, this opportunity is perfect for you.

Benefits

Healthcare

Dental Insurance

25 Days Holiday

Flexible Benefits Package

Structured Promotion Pathway

Financial Support for Certifications

Qualifications

• Experience in customer operations and contact centre environments.
• Strong consulting skills in requirements gathering and solution design.

Responsibilities

• Lead end-to-end contact centre transformation projects.
• Collaborate with clients to introduce digital-first solutions.

Skills

Process Improvement

Customer Service Technologies

Stakeholder Communication

Consulting Skills

Change Management

Digital Tools Awareness

Tools

Telephony Platforms

Cloud Contact Centres

Automation Tools

Job description

Customer Interaction Transformation Consultant

Customer Interaction Transformation Consultant

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This range is provided by F5 Consultants. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Customer Interaction Transformation Consultant

• Salary between £70,000 - £85,000 dependent on experience
• Mixture of working from their London office, home working and visits to client sites across the UK (predominantly around London). Occasional travel to Europe.

The Role

You will lead and contribute to initiatives that modernise customer service and support channels by aligning people, processes, and technology.

This role involves hands-on consulting, operational design, and stakeholder engagement to drive measurable outcomes in customer experience (CX) and efficiency.

About the Company

An established global consultancy providing business and technology transformation services. With an international presence and a collaborative, innovation-driven culture, the organisation helps clients modernise operations, enhance customer experience, and integrate digital solutions across their enterprises.

Key Responsibilities

• Lead end-to-end contact centre and customer service transformation projects
• Assess and optimise existing operations through a lens of people, process, and technology
• Deliver process transformation and redesign workflows to improve efficiency, reduce costs, and elevate CX
• Collaborate with clients to introduce digital-first solutions like conversational AI, chatbots, automation, and omnichannel platforms
• Recommend enhancements to existing platforms and guide clients through tech-enabled change

Your Experience:

• Experience driving process improvement and delivering transformation initiatives within customer operations and contact centre environments.
• Experience with customer service technologies (e.g., telephony platforms, cloud contact centres, automation tools)
• Exposure to or awareness of digital tools such as chatbots, conversational AI, and analytics
• Strong consulting skills: requirements gathering, process mapping, solution design, stakeholder communication
• Comfortable engaging with senior client stakeholders and managing change in critical environments
• Flexible benefits package including healthcare and dental
• 25 days holiday with option to buy/sell 5 more days annually
• Structured promotion and growth pathway and financial support for relevant certifications
• Opportunities to work with a global, diverse team across high-impact client engagements

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Information Technology, and Project Management

• Industries

  IT Services and IT Consulting, Operations Consulting, and Business Consulting and Services

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