Customer Interaction Transformation Consultant

JR United Kingdom; London; Hybrid; GBP 70,000 - 85,000; Full time

Job summary

Join a forward-thinking consultancy as a Customer Interaction Transformation Consultant, where you'll lead transformative projects that modernize customer service. This role offers the chance to engage with clients, optimize processes, and implement innovative digital solutions like AI and automation. With a collaborative culture and a focus on enhancing customer experience, this position provides a unique opportunity to drive impactful change across diverse client engagements. If you're passionate about customer experience and technology, this role is perfect for you.

Benefits

Healthcare

Dental Insurance

Flexible Benefits Package

25 Days Holiday

Structured Promotion Pathway

Financial Support for Certifications

Qualifications

• Experience in customer operations and contact centre transformation.
• Strong skills in process mapping and solution design.

Responsibilities

• Lead customer service transformation projects and assess operations.
• Collaborate with clients to introduce digital-first solutions.

Skills

Process Improvement

Customer Service Technologies

Consulting Skills

Stakeholder Communication

Tools

Telephony Platforms

Cloud Contact Centres

Automation Tools

Conversational AI

Chatbots

Job description

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Customer Interaction Transformation Consultant, london

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Client:

F5 Consultants

Location:

london, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

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