Senior Consultant - Customer Experience Transformation (CXT)

TL;DR

Senior Consultant - Customer Experience Transformation (CXT): Delivering contact centre and CX transformation programmes for diverse clients with an accent on operational discovery, process optimization, and technology integration. Focus on designing future-state operating models, facilitating stakeholder workshops, and building business cases to drive measurable improvements in customer and agent experiences.

Location: Remote (UK)

Company

hirify.global is a global provider of customer experience technology and transformation services.

What you will do

• Analyze current contact centre operations to identify inefficiencies and improvement opportunities.
• Design future-state operating models and develop transformation roadmaps.
• Gather requirements for CX technologies including CCaaS, CRM, and digital channels.
• Facilitate stakeholder workshops to validate solutions and gather operational insights.
• Build business cases and track key performance metrics like cost-to-serve and NPS.
• Collaborate with multidisciplinary teams and vendors to ensure cohesive solution delivery.

Requirements

• 2 to 5+ years of experience in contact centre operations.
• Strong understanding of contact centre metrics such as AHT, FCR, NPS, and Service Level.
• Proven ability to map process flows using tools like Visio or Lucidchart.
• Experience with CX technology stacks including CCaaS, CRM, and WFM platforms.
• Strong facilitation, storytelling, and stakeholder management skills.
• Must be based in the UK.

Nice to have

• Exposure to agile or continuous improvement methodologies.
• Previous experience in transformation or consulting environments.
• Relevant industry certifications such as ISO9001 or CCaaS-specific credentials.

Culture & Benefits

• Opportunity to work on high-impact digital transformation programmes.
• Collaborative environment with cross-functional consulting and technology teams.
• Focus on professional development and internal knowledge sharing.
• Exposure to cutting-edge CX innovations and AI-driven solutions.