Senior Consultant - Customer Experience Transformation

The role

You will join a team of specialists to help clients define the future of customer experience and redesign service organisations. You will work across disciplines such as customer strategy, service design, and AI-enabled service to deliver measurable outcomes.

What you will do

• Shape and deliver customer, service or operational transformation programmes
• Combine strategic thinking with practical delivery
• Work within or alongside customer-facing environments
• Lead workshops and facilitate discussions
• Engage stakeholders from operational teams to senior leaders
• Translate customer and operational insight into actionable recommendations
• Contribute to a growing team and develop new propositions

Required qualifications

• Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes
• Ability to combine strategic thinking with practical delivery
• Experience working within, or closely alongside, customer-facing environments
• Understanding of customer experience, service operations or the drivers of customer, colleague and business performance
• Confidence leading workshops, facilitating discussions and engaging stakeholders
• Strong stakeholder management, relationship-building and communication skills
• Structured problem-solving and analytical capabilities
• Curiosity about the future of customer experience, service, AI and emerging technologies
• Collaborative mindset
• Ability to travel and work within the EU/UK
• Comfortable with international travel up to 30% of the time

Nice to have

• Experience in Customer Strategy & North Star Visioning
• Experience in Connected Customer Experience (CCX)
• Experience in Service Design & Customer Insight
• Experience in Service Reimagined & Contact Centre Transformation
• Experience in Future of Service & Value Creation
• Experience in AI-Enabled Service & Operations
• Experience in Customer Platforms & Technology Transformation
• Experience in Transformation Delivery

Benefits

• 5 weeks of annual leave
• 5-Year Recharge benefit of 2 additional weeks of paid leave after 5 years continuous service
• Hybrid working policy
• Flexibility around taking unpaid leave
• 3 Corporate Responsibility Days per year
• Annual People Fund to support and manage wellbeing
• Participation in the Baringa Group Profit Share Scheme

Before you apply

• Candidates must be able to travel and work within the EU/UK

About the company

Baringa is a global consulting firm that partners with leaders to drive change and create value. The firm works across various sectors including energy, financial services, government, and technology.