Senior Consultant, Customer Experience (CX) Transformation
Related skills
salesforce zendesk microsoft dynamics nice cxone genesys cloud📋 Description
- Lead discovery of client contact centre environments (telephony, CRM, WFO/WFM).
- Define vision for large-scale transformations using As-Is diagnostics.
- Interview stakeholders to assess culture and employee experience.
- Translate findings into strategic insights for leadership.
- Design To-Be operating models with omnichannel and AI overlays.
- Create transformation roadmaps with prioritised, multi-year initiatives.
🎯 Requirements
- 5+ years in contact centre operations.
- Deep CX metrics knowledge: AHT, FCR, NPS, service levels.
- Map complex processes (Visio/Lucidchart) and re-engineer workflows.
- CX platforms: CCaaS (Genesys Cloud, NICE CXone, Amazon Connect).
- CRM tools: Salesforce, Microsoft Dynamics, Zendesk.
- WFO/WFM: Verint, Calabrio.
- Facilitation, storytelling, and exec stakeholder management.
- Change mgmt and agile methods; Lean Six Sigma certs desirable.
🎁 Benefits
- Competitive salary.
- Annual leave and holidays.
- Bonus earning opportunity.
- Life insurance.
- Pension contribution.
- Private health insurance.
- Educational assistance.
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