Business Consultant, CX (AI)

Location: London, United Kingdom; hybrid

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving global businesses through products used across more than 30 countries.

What you will do

• Deliver business improvement and strategic advisory projects that produce measurable customer outcomes and increased adoption of hirify.global solutions.
• Discover product value, create business cases, develop ROI and benefits models, and define success criteria for products and business units.
• Lead process improvement, organisational change management, governance, and business-readiness activities for enterprise customer engagements.
• Design change strategies across people, process, and technology, mapping business cases into action items and solution designs.
• Manage senior stakeholder relationships, customer sponsorship, and alignment with broader product implementation programs.
• Develop repeat business opportunities through successful delivery, credibility, and thought leadership.

Requirements

• At least 5 years of experience in functions and industries where hirify.global provides services.
• At least 5 years of leadership experience in a contact center environment.
• Experience with contact center enterprise software, including deep domain experience in IVR, routing, ACD, and workforce management or quality management.
• Hands-on experience implementing AI or digital products such as Copilot or Autopilot from a people and process perspective, including change management, adoption, or value-realisation challenges.
• Experience in business process improvement and customer success.
• Proven ability to independently work with senior executives and stakeholders, provide thought leadership, and establish strategic partnerships.
• Experience leading project teams and delivering operational performance improvements with significant benefits.
• Experience leading organisational change and creating governance teams and centre-of-excellence processes.
• Certification or demonstrated expertise in organisational change management.

hirify.global-to-have">hirify.global to have

• Six Sigma certification or another process improvement discipline.

Culture & Benefits

• Individual contributor role reporting to the Director of Business Consulting, VRS.
• Work in a matrixed organisation with cross-functional collaboration and influence without direct-line authority.
• Opportunity to contribute to the development of the VRS methodology and delivery services.
• Equal opportunity employment environment.