We’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries. This role begins as a 6‑month fixed‑term contract. We anticipate ongoing needs in the team, so there may be an opportunity to move into a longer‑term or permanent position for the right candidate.
This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes.
You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies.
What you will be doing:
- Operational & Technology Discovery
- 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
- Solution Designing & Planning
- 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)
- Business Case Development
- 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
- Engagement & Workshop Facilitation
- Support the planning and facilitate the workshops to gather requirements and validate solutions
- Work collaboratively within client teams to build & deliver the engagement s
- Contribute to presentation materials and storytelling outputs
- Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements
- Delivery & Team Contribution
- 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
Skills and experience you bring:
- 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
- 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).
Operational & Process Expertise
Technology Proficiency
Consulting & Soft Skills
Desirable
Skills Required
- 2 to 5+ years of experience in contact centre operations role
- Good understanding of contact centre metrics
- Proven ability to map process flows and identify process improvement opportunities
- Strong facilitation skills
- Experience storytelling and visualisation skills
- Ability to build trusted relationships
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
