Consultant to Manager – Customer Contact and Ai Experts

Overview

In this role you help clients evolve how they serve customers by applying practical AI-led improvements to contact centres. You’ll work with cross-functional teams to design and deliver end-to-end changes that lift customer outcomes and efficiency. You’ll lead workshops, shape roadmaps, and drive real delivery from strategy through to implementation. This is a hands-on opportunity to combine customer expertise with AI to create measurable impact for clients.

Pay / Benefits

• Generous annual leave: 5 weeks + 2 weeks after 5 years
• Flexible working and hybrid policy
• Corporate responsibility days: 3 days per year
• Wellbeing fund for personal wellbeing activities
• Profit share scheme for staff
• Diversity and inclusion and equal opportunity emphasis

Responsibilities

• Identify and drive improvements in customer service operations (demand, journeys, pain points) and where AI adds value
• Design and deliver real change beyond strategy, detailing how contact centres operate today and how to improve
• Reimagine customer service across channels, automation, and service design
• Apply AI in customer environments (IVR, chat, agent assist) with clear operational impact
• Lead end-to-end delivery across lifecycle from strategy to pilots and implementation
• Own delivery by leading workstreams or small pods, setting direction and outcomes
• Collaborate with Product, Tech and Operations to move delivery forward quickly
• Support growth through proposals and identifying new AI-enabled opportunities
• Mentor juniors and act as a go-to within the area

Key requirements

• Foundations in customer and contact centre transformation
• Practical understanding of AI use cases in service environments (IVR, chat, agent assist)
• Experience with customer and AI technologies and platforms enabling modern contact centres
• Structured thinking and ability to communicate with senior stakeholders
• Strong client delivery capabilities and ability to produce high-quality outputs (strategies, roadmaps, business cases)
• Data-driven decision making to identify opportunities and guide choices
• Ability to articulate value and build stakeholder buy-in for change
• Ownership and accountability in delivery settings; comfortable navigating ambiguity
• Collaboration across Product, Technology and Operations; bridging technical and non-technical teams
• Curiosity about evolving AI and applying practical insights to client work

• Collaboration
• Stakeholder management
• Curiosity
• AI in service environments (IVR automation, chatbots, agent assist)
• Understanding of contact centre platforms and modern AI capabilities
• Data-driven decision making

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