CX Transformation Specialist (CCaaS)

Oodles Jobs Recruitment Limited; Greater London; Remote; GBP 60,000 - 100,000; Full time

Job summary

An innovative firm is looking for a CX Transformation Consultant to lead customer experience strategies. This exciting role involves leveraging AI and cutting-edge technologies to transform client operations in the BFSI domain. With a focus on contact center technology, you'll provide tailored consulting services that enhance customer journeys and drive organizational change. If you have a passion for customer experience and a proven track record in CX consulting, this opportunity offers a dynamic environment to make a significant impact. Join a forward-thinking team dedicated to delivering exceptional results through data-driven insights and innovative solutions.

Qualifications

• 8+ years in contact center operations or CX consulting.
• Expertise in AI-enabled CX technologies and data-driven insights.

Responsibilities

• Deliver tailored consulting services for customer experience transformation.
• Leverage AI technologies and data insights to enhance strategies.

Skills

Contact Center Transformation Skills

CX Transformation Experience

Stakeholder Management

Problem-Solving Skills

Communication Skills

Education

Bachelor’s degree in Business, Technology, or a related field

MBA or advanced degree

Tools

NICE

AWS Connect

Genesys

AWS

Azure

Job description

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Direct message the job poster from Oodles Jobs Recruitment Limited

• Level: Senior Manager/AVP
• Domain: BFSI
• Location: UK, London, Home Working
• Must be: in the UK and have the right to work.

Please submit CV's in MS Word format our Business Preferred through LinkedIn or to [e-mail]

(If you have already submitted your details to us, there is no need to do this again)

We are seeking an experienced and innovative CX Transformation Consultant with expertise in Contact Center technology and operations. This role will focus on delivering tailored consulting services to help clients transform their customer experience strategies, leveraging AI-led cutting-edge technologies and data-driven insights.

You must be able to prove you have:

• Contact Center Transformation Skills
• CX Transformation Experience

To summarise, my client would need you to demonstrate your experience in the below:

• Contact Center technology and operations
• Technology Assessment & Advisory
• Journey Mapping & Design
• AI and Automation Strategy
• Change Management & Organizational Alignment
• Data-Driven Insights & Analytics
• Omnichannel & Personalization Strategies
• End-to-End Implementation Support

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree preferred.
• 8+ years of experience in contact center operations, CX consulting, or digital transformation.
• Experience with program/project management, preferably in the context of CX consulting and/or digital transformation.
• Demonstrated expertise in at least one of the following service areas: customer journey mapping, omnichannel strategy, and data-driven insights.
• Proven experience with CCaaS and other AI-enabled CX technologies.
• Excellent stakeholder management, communication, and problem-solving skills.
• A background in the Banking, Financial Services and Insurance industry and knowledge of the BFSI industry challenges, regulatory requirements, and customer expectations is preferred.

Preferred Skills:

• Experience working with leading CX technologies (e.g., NICE, AWS Connect, Genesys).
• Familiarity with leading cloud providers and services (e.g., AWS, Azure).
• Familiarity with design thinking, agile methodologies, or Lean Six Sigma.
• Excellent written and verbal communication skills.
• Experience working in multicultural, global teams.

Seniority level

• Executive

Employment type

• Full-time

Industries

• Human Resources