CX Contact Centre Transformation Consultant – Contractor

At TTEC Digital, everything we do every day adds fuel to exceptional customer experience. We do this by utilizing our technology know-how to enable our clients to deliver an exceptional experience to their customers.

The Customer Experience Transformation Team of TTEC Digital requires a CX Contact Centre Transformation Consultant Contractor to lead the delivery of CX transformation projects. The initial engagement is for up to 6 months.
The position reports to the Head of CXT Consulting and is a remote position based in the UK.

Key Responsibilities:
• Leading / working as part of a team, to analyse, design and implement strategic / operational improvements to B2C clients’ contact centres ensuring high quality, on time and to budget delivery to the highest levels of client satisfaction.
• Working with client’s CX operational and technology leaders/stakeholders and building trusted advisor relationships.
• Identifying and prioritising operational contact center problems/improvement opportunities.
• Planning and executing integrated strategic, CX transformation and operational improvement action plans across the full operating model.
• Working with technology colleagues and client technology teams to define business requirements that deliver the business outcomes and value from technology implementations.
• Supporting CX technology implementations ensuring specified customer and operational benefits are realized.
Experience Required:
Has multiple instances across different B2C or B2B organisations, either a consultant or operational lead:
• Analysing the effectiveness and efficiency, designing and implementing strategic and operational change/improvements to contact centres across the full operating model:
o Omnichannel contact,
o End to end customer journeys,
o Front to back office processes,
o Operations management (KPI Reporting, WFM, QA),
o People,
o Systems
o Data (Reporting and Analytics)
• Creating improvement and transformation plans supported by compelling business cases to influence key client stakeholders.
• Delivering the business benefits / KPI improvements from contact centre technology implementations including omnichannel platforms, CRM/Case Management, Agent Desktop, Voice & Speech analytics, automation / AI.
• Successful business development including proposal writing and pitching.
Preferred Experience:
Ideally, but not essentially, candidates have experience in:
• Public Sector / Local Government
• Microsoft / Genesys CX Solutions – Omnichannel Platform, CRM, Contact Centre Ops Management tools (Reporting / Analytics / WFM, QA)
Skills / Capabilities
• Track record of building and leveraging excellent senior level relationships.
• Mature consulting and stakeholder management/ influencing skills.
• Expert practitioner in the use of CX consulting tools and techniques – contact center data analytics, customer journey mapping, Use Cases, workshop facilitation etc.
• Transformational thinking and operational execution.
• Can operate individually and lead a team.
• Focused on business and customer outcomes.
• Ability to create and deliver compelling presentations to a senior audience.
About TTEC:
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.
Please Note: this role is subject to an applicable DBS check, full details will be provided throughout the hiring process.
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