Senior Consultant – Customer Experience Transformation

🕒 May 29

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Support discovery phases to understand client contact centre operations, processes, and technology • Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities • Conduct stakeholder interviews and capture operational insights • Translate findings into clear outputs such as process maps, summaries, and recommendations • Contribute to the design of future-state operating models and service improvements • Support the development of transformation roadmaps and prioritised initiatives • Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels) • Assist in building simple business cases and benefits models • Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction) • Support linking proposed improvements to measurable outcomes • Support the planning and facilitate the workshops to gather requirements and validate solutions • Work collaboratively within client teams to build & deliver the engagement • Contribute to presentation materials and storytelling outputs • Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements • Work as part of a multidisciplinary team to deliver CX transformation initiatives • Contribute to internal knowledge sharing, templates, and ways of working • Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes • Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation • Take ownership of defined workstreams or deliverables within a wider programme

🎯 Requirements

• 2 to 5+ years of experience in contact centre operations role • Good understanding of contact centre metrics (AHT, FCR, NPS, Service Level), contact centre & CX functions and operational frameworks • Proven ability to map process flows (Visio, Lucid chart) and identify process improvement opportunities • Exposure to CX technology stack: 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 • Ability to engage with both business & technical stakeholders • Strong facilitation skills with the ability to manage stakeholders to extract meaningful requirements • Experience storytelling and visualisation skills, with the ability to converse with a broad audience • Structured thinking and problem-solving skills • Ability to build trusted relationships with clients, partners, and internal teams to drive alignment and programme momentum • Highly organised and proactive, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment • Self-starter with strong initiative, able to work independently and drive progress without constant direction • Passionate interest in CX innovation, AI and operational improvement • Desirable: Exposure to agile or continuous improvement methodologies • Experience working in transformation or consulting environments • Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards)

🏖️ Benefits

• Competitive compensation program • Health and wellness benefits • Paid time off • Opportunity for performance rewards • Career development