TTEC Digital
Senior Consultant - Customer Experience Transformation (CXT)
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Senior Consultant - Customer Experience Transformation (CXT)
Customer Experience (CX) Senior Consultant
Location: [Specify or Worldwide Hybrid] (Work from Location) (Role may require travel) Contract Type: Permanent
About the Role
At TTEC Digital, we empower clients to create exceptional employee experiences, knowing a seamless customer experience begins with a strong foundation in engaged and supported staff. Our mission drives a culture where employees thrive—and that ethos shapes everything we do.
We’re seeking a driven Customer Experience (CX) Senior Consultant to spearhead contact centre and CX transformation programmes across diverse clients and sectors.
Ideal for professionals with expertise in contact centre operations, CX improvement, or digital transformation, this role gives you the chance to hone your consulting skills while leading high-impact projects that redefine customer and agent experiences.
Responsibilities
Operational & Technology Discovery
- Lead discovery phases to assess client contact centre operations, workflows, and technology ecosystems.
- Conduct in-depth analysis of "as-is" environments, pinpointing inefficiencies, pain points, and strategic improvement opportunities.
- Gather insights through stakeholder interviews and capture recurring operational challenges.
- Compile findings into actionable outputs, including process maps, diagnostic summaries, and tailored recommendations.
Solution Designing & Planning
- Collaborate on crafting future-state operating models and service enhancements to align with business goals.
- Support transformation roadmaps and prioritisation of key initiatives.
- Assist in requirement-gathering for CX technologies (e.g., CCaaS, CRM, digital channels).
- Align proposed solutions with broader business strategies.
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Business Case Development
- Contribute to business case development, including cost-to-serve analysis, service-level KPIs, and customer satisfaction metrics (NPS).
- Enable tracking and reporting of performance, ensuring alignment between proposed solutions and measurable business outcomes.
Engagement & Workshop Facilitation
- Design and facilitate workshops for requirement gathering and solution validation.
- Work collaboratively with client stakeholders, delivering engaging sessions focused on solution building and alignment.
- Develop storytelling and presentation materials, ensuring clarity, impact, and relevance to diverse audiences.
- Fostering trusted working relationships with stakeholders to drive engagement consistency.
Delivery & Team Contribution
- Operate as part of a multidisciplinary team, executing CX transformation programmes from strategy to execution.
- Champion internal knowledge-sharing, contribute to best-practice templates and ways of working.
- Build cohesive relationships across consulting, technology, and delivery teams to achieve seamless programme results.
- Collaborate with delivery partners and vendors to refine solution design and ensure on-track implementation.
- Own defined workstreams or deliverables as part of larger projects.
Skills & Requirements
Core Experience & Expertise
- 2–5+ years in contact centre operations, CX, or related transformational roles.
- Strong grasp of core contact centre metrics: Average Handling Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), and service-level targets.
- Process mapping expertise (via tools like Visio or Lucidchart) and ability to identify scalable process improvements.
- Exposure to contemporary CX technology stack, including:
- CCaaS platforms (Genesys Cloud, NICE CXone, Salesforce Customer 360, Amazon Connect).
- CRM solutions (Salesforce, Microsoft Dynamics, Zendesk).
- WFO/WFM tools (Verint Workforce Management, Calabrio).
- Digital channels (AI-driven chatbots, conversational AI, omnichannel messaging).
- Capability to engage with both technical and business stakeholders to extract meaningful requirements.
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Consulting & Soft Skills
- Facilitation skills with the ability to manage stakeholder expectations and steer requirement-gathering sessions.
- Storytelling and visualisation skills, ensuring complex insights are communicated effectively to a broad audience.
- Structured problem-solving approach and analytical rigor in solution design.
- Strong ability to build and sustain trust with clients, partners, and internal teams to sustain engagement momentum.
- Proactive organisation in fast-paced environments, juggling multiple tasks and prioritising effectively.
- Self-directed with initiative to drive outcomes without constant direction.
- A passionate interest in CX innovation, AI-driven solutions, and operational efficiency.
Desirable
- Experience with agile or continuous improvement methodologies (e.g., Lean, Six Sigma).
- Background in transformation or consulting environments, including large-scale programme delivery.
- Industry certifications (e.g., ISO9001, CCaaS certifications, Business Communications, ILM leadership awards).
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