Senior Consultant, Customer Experience (CX) Transformation bei TTEC Digital

Operational & Technology Discovery

• Lead comprehensive discovery phases to audit and assess client contact centre environments, including telephony, CRM, workforce management, and digital channels.
• Define and direct the strategic vision for large-scale transformations, utilising deep "As-Is" diagnostic modelling to identify inefficiencies, technology gaps, and opportunities for automation or self-service that align with client long term objectives
• Conduct structured stakeholder interviews and executive-level observations with agents and leadership to evaluate the organisational culture and employee experience.
• Translate operational findings into high-level, strategic insights and actionable narratives designed to drive consensus across all levels of leadership, from operations to the C-Suite.

Strategy & Transformation Planning

• Design “To-Be” target operating models, including omnichannel service strategies, AI/automation overlays, and optimised operational workflows.
• Develop and socialise comprehensive transformation roadmaps, applying rigorous commercial logic to prioritise high-impact initiatives and complex, multi-year strategic overhauls
• Lead the requirements specifications for solution selection and design (RFP support) regarding CCaaS, UCaaS, and digital engagement platforms.

Business Case Development

• Build compelling business cases and ROI models to financially justify technology investments (e.g., cost-to-serve reductions, CSAT improvements, deflection rates) to secure funding
• Demonstrate expertise in articulating benefits effectively articulating the link between technological capabilities and organisational strategic goals
• Define and track key performance indicators (KPIs) to demonstrate the alignment of proposed solutions with measurable business outcomes and long-term financial sustainability.

Engagement & Workshop Facilitation

• Design, Plan and facilitate high-energy design thinking workshops to gather requirements, map user stories, and drive consensus among stakeholders.
• Manage relationships with senior client stakeholders, acting as a trusted advisor and challenging their thinking to drive innovation.
• Use visualisation and storytelling techniques to socialise the transformation journey, ensuring enterprise-wide buy-in and sustained momentum for the strategic roadmap

Development & Influencing

• Evolve the development of the teams’ methodologies and delivery frameworks in support of practice growth and to maintain competitive edge
• Mentor colleagues across mixed delivery teams to deliver best in class, high performance culture that is focused on outcome led and collaborative consulting
• Ability to manage complexity and political environments to drive consensus

What you will bring

Operational & Process Expertise

• 5+ years of experience in contact centre operations role
• Deep understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks.
• Proven ability to map complex process flows (Visio, Lucidchart) and identify process re-engineering opportunities.

Technology Proficiency

• Deep expertise in contemporary customer experience (CX) platforms and technologies that includes:
• CCaaS (e.g., Genesys Cloud, NICE CXone, Google, Amazon Connect)
• CRM (e.g., Salesforce, Microsoft Dynamics, Zendesk)
• WFO/WFM (e.g., Verint, Calabrio)
• Digital: Chatbots, Conversational AI, Omnichannel messaging
• Demonstrated ability to engage IT architects in technical dialogue and articulate business value to operational leaders

Consulting & Soft Skills

• Exceptional facilitation skills with the ability to manage diverse groups and extract meaningful requirements.
• Compelling storytelling and visualisation skills, with the ability to converse with a broad audience from IT architects and operational leaders to C Suite executives
• Commercial acumen: Ability to build TCO models and financial justifications.
• Extensive experience in change management, agile methodologies, and continuous improvement (e.g., Kaizen, Lean Six Sigma).

Professional Qualifications (Desirable)

• Certifications in Lean Six Sigma, Kaizen, Agile, or similar methodologies.
• Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).

What we offer:

• We offer a competitive salary, annual leave and holiday time off, bonus earning opportunity, life insurance, pension contribution, private health insurance and educational assistance.