Human Engine
Senior Consultant - Customer Experience
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About Us
Human Engine is a Financial Times top-ranked management consultancy with specialisms in strategy, transformation, procurement, customer experience, and digital.
We started in 2018 because we believed the public sector deserved better from consulting – more personal, more human, and more knowledgeable of the realities of modern public services. All consulting firms say they’re different – with a founding team that came from within the public sector, the Human Engine difference is that we’ve seen it, done it, and been on the sharp end of change.
We are a small business that punches well above its weight. We’ve been named as one of the UK’s leading management consultancies by the Financial Times every year since 2020 – one of the youngest and smallest firms to make the list. To date, we’ve worked with more than 70 clients in local government, central government, the NHS, charitable, and regulatory sectors. We’re now looking to add some exceptionally talented and passionate people to our award-winning team.
About the Role
Customer Experience Transformation is one of the fastest growing and most exciting areas of our business. Using our signature diagnostic model, we help clients to build a detailed picture of customer demand across their entire organisation and design multi-channel access strategies that ensure better outcomes for customers, while lowering costs.
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We’re looking for experienced consultants to join this part of the business.
All our consulting roles involve strategic change in some way – whether developing strategy, designing operating models, or delivering savings – so it’s essential that you can demonstrate this experience. This could be from a career within one of our key markets, such as local government or housing, or from a background in consulting.
You’ll find examples of the type of work we do on the Case Studies page on our website, and we strongly encourage interested candidates to look through these to get a deeper sense of the work we do.
As a Senior Consultant, you’ll be able to demonstrate the following:
- Experience of customer experience transformation, either from within the public sector or a relevant consulting background.
- Exceptional analytical skills and substantial experience of having successfully applied these to draw actionable insights from complex customer contact data.
- Experience of developing customer journey maps to identify opportunities to streamline processes, reduce failure demand, and improve customer outcomes.
- Experience of developing strategies for customer experience and access, including comprehensive engagement and co-production with stakeholders.
- Experience of operating model design, including designing and optimising digital services and end-to-end processes from initial contact to order fulfilment or issue resolution.
- The ability to balance strategic thinking with practical delivery to successfully embed innovative changes in complex environments.
- Excellent interpersonal skills, able to build relationships at a variety of levels.
- Excellent communication skills, able to work confidently with technical experts and articulate complex concepts and advice to non-expert audiences.
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Application
Find out more and apply at www.human-engine.co.uk/careers
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