Consultant to Manager, Capabilities, Customer

Overview

In this role you will help clients shape the future of customer experience and service, working with cross-functional teams to design and deliver transformation programs. You’ll contribute to strategy, service design, and AI-enabled operations to drive measurable value and better customer outcomes. You’ll join a collaborative, growth-oriented Customer practice at Baringa, known for its people-first culture and impact across industries. This is an opportunity to influence both strategy and execution in a dynamic consulting environment.

Pay / Benefits

• 5 weeks annual leave
• Hybrid working policy
• CSR days (3 days/year)
• Wellbeing Fund
• Profit Share Scheme
• Flexible Working

Responsibilities

• Define customer experience visions and transformation roadmaps that align with business outcomes
• Design end-to-end, connected customer journeys across channels and platforms
• Lead or support complex transformation delivery programmes to turn strategy into outcomes
• Facilitate workshops and manage stakeholders from operations to senior leadership
• Apply design thinking, journey-mapping and customer insights to practical solutions
• Shape AI-enabled service models and scalable adoption of automation
• Support service design, contact centre transformation and value creation initiatives
• Collaborate with cross-functional teams to develop new propositions and capabilities

Key requirements

• Experience shaping and delivering customer, service or operational transformation programmes
• Ability to balance strategic thinking with practical delivery and measurable outcomes
• Experience in customer-facing environments (service operations, contact centres, CX teams)
• Understanding of customer experience drivers and performance metrics
• Strong stakeholder management, relationship-building and communication skills
• Structured problem-solving and analytical abilities to translate insights into recommendations
• Curiosity about the future of CX, service, AI and emerging tech
• Collaborative mindset and ability to contribute to a growing team

• Stakeholder management
• Communication
• Collaborative mindset
• CRM
• CCaaS
• digital

…