Senior Consultant - Customer Experience Transformation

Job description

### About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation. Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a *Great Place to Work* around the world, Baringa has been recognised by the *Financial Times* in 22 categories of its UK Leading Management Consultants rankings, and by *Forbes* for four consecutive years as one of the World’s Best Management Consulting Firms. ## Our Customer practice are looking for an experienced Consultant to join the team. Our Customer team is hiring motivated and talented individuals, to join us and help clients define the future of customer experience and reimagine how they engage, serve and create value for their customers. We work with organisations across a range of sectors to define the future of customer experience, redesign service organisations and deliver transformation that improves customer outcomes, operational performance and commercial value. Drawing on expertise in customer strategy, service design, customer operations, technology and AI, we help clients turn ambitious visions into practical, measurable outcomes. Our team is passionate about helping organisations define and realise a future vision for customer experience and service. Whether that's defining a Customer Experience North Star, creating a connected customer experience across channels and journeys, reimagining the role of the contact centre, deploying AI-enabled service models or transforming customer operations, we work alongside our clients from strategy through design and into delivery. ### What you will be doing You will be joining a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking with practical delivery expertise. We recognise that great candidates come from different backgrounds and won't necessarily have experience across every area below. Instead, we're looking for individuals who bring strength in several of the following disciplines and are excited to broaden their experience across the wider Customer team. **We are particularly interested in people with experience in some of the following areas:** - **Customer Strategy & North Star Visioning** – helping organisations define a clear vision for customer experience, future-state service models and transformation roadmaps that align customer, colleague and business outcomes. - **Connected Customer Experience (CCX)** – designing end-to-end experiences that connect journeys, channels, technology, data and operations to deliver seamless customer outcomes. - **Service Design & Customer Insight** – applying research, journey mapping and design thinking approaches to understand customer needs and translate them into practical solutions. - **Service Reimagined & Contact Centre Transformation** – helping organisations redefine the role of service, improve customer and colleague experience, and transform contact centres into value-generating functions. - **Future of Service & Value Creation** – helping organisations redefine the role of customer service, identify opportunities to improve productivity, reduce avoidable demand and unlock measurable value from customer operations. - **AI-Enabled Service & Operations** – shaping AI strategies, identifying high-value use cases and helping organisations adopt AI, automation and emerging technologies at scale. - **Customer Platforms & Technology Transformation** – experience of CRM, CCaaS, digital, automation or customer platform transformation from strategy and procurement through to implementation. - **Transformation Delivery** – leading or supporting complex programmes, working alongside clients to turn strategy into measurable outcomes and lasting change. ### Your skills and experience We're looking for people with a blend of the following skills, experiences and capabilities. We don't expect candidates to have experience across all of these areas; instead, we're interested in individuals who bring strengths in several of them and are excited to continue developing their expertise as part of our growing Customer team: - Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes. - The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes. - Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres, service operations, customer experience teams or transformation functions. - An understanding of customer experience, service operations or the drivers of customer, colleague and business performance. - Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior leaders. Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence and influence change. - Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into actionable recommendations. - Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they can create value for organisations. - A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our Customer capability. - Candidates should be comfortable with international travel, which may be required for up to 30% of the time. Candidates must be able to travel and work within the EU/UK. ## What a career at Baringa will give you ### Putting People First. ### Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include: - Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service. - Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave. - Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us. - Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice. - Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. ### Diversity and Inclusion We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people. ### An award-winning workplace You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. [Click here](https://www.baringa.com/en/impact/awards/) to see some of our recent awards and how we’ve achieved this. ### Using business as a force for good. We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zer