Omnichannel Customer Operations Specialist - Principal

Omnichannel Customer Operations Specialist
Principal level
London

You want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges? We are growing and are looking for people to join our team. You'll be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset. Are you ready?

About your role

As a Manager/Principal-level Management Consultant, you will be responsible for driving operational excellence and business transformation for our clients across both B2B and B2C environments. With a deep expertise in omnichannel customer operations, you will leverage your experience in process optimisation, automation, and KPI management to help our clients enhance the efficiency, effectiveness, and profitability of their customer-facing functions while exploring cutting-edge technologies that shape the future of customer operations.
Key Responsibilities:

• Conduct comprehensive assessments of clients' existing customer operations, identifying opportunities for improvement across people, processes, and technologies
• Design and implement tailored solutions to streamline customer journeys, enhance self-service capabilities, and drive measurable improvements in key performance indicators (KPIs) such as first contact resolution, average handle time, and customer satisfaction
• Leverage robotic process automation (RPA), artificial intelligence (AI), and other emerging technologies to automate repetitive tasks, improve data-driven decision making, and optimize staffing models
• Lead innovation initiatives exploring next-generation customer service technologies, including multi-agent AI systems and autonomous service solutions
• Collaborate cross-functionally with clients' IT, marketing, sales, and customer service teams to align omnichannel strategies and ensure seamless customer experiences
• Develop comprehensive business cases, implementation plans, and change management strategies to drive client adoption and realize desired outcomes
• Mentor and coach junior team members, sharing your expertise in customer operations and management consulting best practices

• Have a broad business skill set including stakeholder management, problem-solving, and resilience
• Have experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences
• Have excellent interpersonal skills and strong written and verbal communication skills in country’s official language(s) (C2 proficiency) and English (C2 proficiency), project-related mobility/willingness to travel

• 8+ years of experience in management consulting, with a focus on customer operations optimization and transformation
• Proven track record of delivering measurable improvements in key customer experience and operational metrics through the strategic use of technology and process re-engineering
• Deep understanding of omnichannel customer service strategies, including contact center operations, self-service portals, mobile apps, and social media integration
• Extensive experience with leading contact center platforms and technologies, including:

- Cloud contact center platforms (e.g., Genesys Cloud CX, NICE CXone, Five9, Amazon Connect)

- Workforce management systems (e.g., Verint, Calabrio, NICE WFM)

- CRM platforms (e.g., Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk)

- Quality management and speech analytics tools (e.g., CallMiner, Verint Speech Analytics)

• Expertise in leveraging automation technologies such as RPA, AI, and advanced analytics to drive operational efficiencies and enhance decision-making
• Exposure to / qualification in lean processes and practice
• Strong interest in and knowledge of emerging technologies, including: Multi-agent AI systems and autonomous service architectures, Large language models and their application in customer service, Predictive analytics and real-time decisioning systems, Cognitive automation and natural language processing
• Bachelor's degree in a relevant field (e.g., business, engineering, computer science); advanced degree preferred
• Experience with implementing or evaluating agentic AI systems in customer service environments
• Knowledge of orchestration platforms for managing multi-agent systems
• Certifications in major contact centre platforms (Genesys, NICE, Five9, etc.)
• Published research or thought leadership in customer experience innovation or AI applications in customer service

Given that this is just a short snapshot of the role we encourage you to apply even if you don't meet all the requirements listed above. We are looking for team members who strive to make an impact and are eager to learn. If this sounds like you and you feel you have the skills and experience required, then please apply now.

About your team

The AI Experience Practice provides cutting-edge solutions in AI and Automation to drive operational advancements for major global corporations. With a zeal for strategic innovation and cutting-edge tech, you will join a team where your ideas catalyse significant achievements for top-tier companies worldwide. This role offers the chance to make a substantial impact in a dynamic, evolving industry.

About Infosys Consulting

Be part of a globally renowned management consulting firm on the front-line of industry disruption and at the cutting edge of technology. We work with market leading brands across sectors. Our culture is inclusive and entrepreneurial. Being a mid-size consultancy within the scale of Infosys gives us the global reach to partner with our clients throughout their transformation journey.

Our core values, IC-LIFE, form a common code that helps us move forward. IC-LIFE stands for Inclusion, Equity and Diversity, Client, Leadership, Integrity, Fairness, and Excellence. To learn more about Infosys Consulting and our values, please visit our .

Within Europe, we are recognized as one of the UK’s top firms by the Financial Times and Forbes due to our client innovations, our cultural diversity and dedicated training and career paths. Infosys is on the Germany’s top employers list for 2023. Management Consulting Magazine named us on their list of Best Firms to Work for. Furthermore, Infosys has been recognized by the Top Employers Institute, a global certification company, for its exceptional standards in employee conditions across Europe for five years in a row.

We offer industry-leading compensation and benefits, along with top training and development opportunities so that you can grow your career and achieve your personal goals. Curious to learn more? We’d love to hear from you.... Apply today!