Centelli
Customer Service Transformation Consultant
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Engagement: 3-month contract, with potential extension into delivery phases
Location: Oxfordshire (please ignore job location in header - LinkedIn doesn't recognise Ocfordshire!), 2-3 days per week onsite, remainder remote
Start: Mid to late September 2026
The opportunity
We are looking for an experienced Customer Service Transformation Consultant to work with a major UK client undertaking a significant transformation of its customer service operation.
Salesforce Service Cloud is the core case management platform and is supported by an established Salesforce implementation partner. Alongside this, the client wants to determine where process redesign, Salesforce-native capability, automation and AI can materially improve customer experience, responsiveness and cost to serve.
This is an embedded transformation role, working across the client, our automation and AI team, and the Salesforce implementation partner.
We are looking for someone who can combine customer service transformation experience with enough knowledge of Salesforce, automation and AI to make pragmatic, evidence-based decisions about what should change and how.
Purpose of the role
To identify and begin addressing the highest-value opportunities to improve the effectiveness and efficiency of the customer service operation.
The successful candidate will:
- Establish a clear evidence base for current customer service demand and performance;
- Redesign priority customer service processes where required;
- Determine the appropriate use of Salesforce, automation, integration and AI;
- Mobilise priority improvements and quick wins during the engagement; and
- Leave the organisation with a prioritised, costed and deliverable 12-18 month transformation roadmap.
This is not primarily a technology implementation role. The successful candidate is not expected to personally configure Salesforce or build production automations, but must be capable of taking opportunities from problem identification through solution design and into delivery mobilisation.
Key deliverables
Customer service baseline
Establish a fact-based view of current demand and operational performance, including:
- Contact drivers and case volumes;
- Case mix and handling effort;
- Transfer and reopen rates;
- Backlog and SLA performance;
- Current deflection and containment; and
- Customer and operational outcomes.
The analysis should be built from underlying data wherever possible rather than relying solely on existing management reporting.
Customer contact and triage design
Review and improve how customer contacts are captured, classified and routed, including:
- Customer contact taxonomy and case categories;
- Triage and routing methodology;
- Escalation principles and decision trees;
- Customer-facing contact forms and data capture; and
- Alignment with the organisation's evolving customer service operating model.
Prioritised transformation opportunities
Identify and assess opportunities across the customer service operation. For each opportunity, determine the most appropriate intervention, which may include:
- Salesforce-native capability;
- Process redesign;
- Integration;
- Robotic process automation;
- GenAI or conversational AI;
- Knowledge-management improvements;
- Policy change; or
- No technology intervention.
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Each opportunity should be assessed for value, effort, feasibility, dependencies and confidence.
Quick-win mobilisation
Identify opportunities that can deliver near-term value and move selected initiatives towards implementation during the engagement. For priority initiatives, establish:
- Target outcome;
- Solution approach;
- Ownership;
- Dependencies;
- Indicative costs and effort;
- Delivery responsibilities; and
- Next actions.
Benefits case
Build a transparent benefits case that can withstand scrutiny from operations and finance. Benefits may include:
- Reduction in handling effort;
- Lower cost to serve;
- Improved SLA performance;
- Improved first-contact resolution;
- Increased deflection or containment;
- Improved customer outcomes; and
- Improved management insight.
Transformation roadmap
Produce a sequenced 12-18 month roadmap covering the highest-value opportunities, aligned with the existing Salesforce programme and other technology dependencies. The roadmap should be sufficiently detailed for the organisation to make investment and delivery decisions without repeating the discovery exercise.
Responsibilities
- Work directly with customer service leadership, agents and team leaders to understand how the operation actually works.
- Analyse customer service data and establish a credible factual baseline.
- Identify root causes rather than assuming that automation is the answer.
- Review current customer journeys, case handling, classification, routing, escalation and reporting.
- Assess opportunities technology-agnostically.
- Determine where Salesforce should be used natively and where automation, integration or AI provides a better solution.
- Constructively challenge existing Salesforce design decisions where evidence suggests an alternative approach would produce a better outcome.
- Work collaboratively with the client's Salesforce implementation partner.
- Translate business problems into solution intent that delivery teams can estimate and implement.
- Identify quick wins and help move them into delivery.
- Build credible and transparent benefits cases.
- Develop and socialise the longer-term transformation roadmap.
- Present recommendations clearly to senior operational, technology stakeholders.
Essential experience
Customer service transformation
Strong experience delivering customer service or contact-centre transformation programmes. You should be comfortable with concepts including contact drivers, AHT, FCR, deflection, containment, backlog, SLA performance and customer service operating models.
Transformation delivery
Experience taking initiatives beyond analysis and recommendations into design, mobilisation and implementation. We are looking for someone who understands the difference between producing a roadmap and creating the conditions for that roadmap to be delivered.
Automation experience
Good understanding of process automation and a track record of identifying where automation will genuinely deliver value. You should understand when RPA is appropriate, when platform-native functionality is preferable, and when automation risks creating unnecessary technical debt.
Salesforce Service Cloud
Strong working knowledge of Salesforce Service Cloud. You do not need to be a Salesforce architect or developer, but should understand areas such as:
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- Case management;
- Omni-Channel;
- Flow;
- Knowledge;
- Salesforce reporting; and
- The capabilities and limitations of Einstein and Agentforce.
You must be capable of challenging a Salesforce solution design credibly.
Data-led analysis
Strong analytical capability and the ability to interrogate customer service data independently. Experience with Salesforce reporting, Excel, SQL, CRM Analytics or SOQL would be valuable.
AI and GenAI
Practical understanding of the opportunities and limitations of GenAI within customer service. You should understand areas such as:
- Classification and triage;
- Agent assistance;
- Knowledge retrieval;
- Customer self-service;
- Conversational AI;
- Deflection and containment; and
- The importance of underlying data and knowledge quality.
Stakeholder management
Experience working across business, technology and third-party implementation partners. You must be comfortable challenging established thinking while maintaining productive working relationships.
Desirable experience
- UiPath or other enterprise automation platforms.
- Salesforce Admin or Service Cloud Consultant-level knowledge.
- Conversational AI, chatbot or IVR transformation.
- Knowledge-management transformation.
- Customer service reporting and performance management.
- Hospitality, travel or other high-volume consumer service environments.
How you will work
This role requires someone who is:
- Evidence-led: Important recommendations should be supported by data wherever possible.
- Technology-agnostic: You should arrive without a predetermined answer about whether Salesforce, automation, AI or process redesign is the right solution.
- Commercially pragmatic: The fact that a technology can solve a problem does not necessarily mean it is the most sensible way to solve it.
- Collaborative but confident: You will work closely with an established Salesforce implementation partner and need to challenge constructively when required.
- Comfortable with ambiguity: The first part of the engagement will involve understanding data, processes, technology and organisational changes that may not yet be fully documented.
- Outcome focused: The objective is not simply to produce a report. We expect the engagement to create momentum around priority improvements as well as establish the longer-term roadmap.
What success looks like after three months
At the end of the engagement:
- Leadership has a credible, evidence-based view of where customer service performance can improve;
- Customer contact categorisation, triage and escalation principles are clearly defined;
- Priority improvements have been designed and selected initiatives have moved towards implementation;
- There is clarity over where Salesforce, automation, AI and process change should each be used;
- The financial and operational benefits of the priority opportunities are understood;
- The transformation roadmap is sequenced against real business and technology dependencies; and
- Priority initiatives are sufficiently defined for delivery teams to proceed without repeating discovery.
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