Customer Service Transformation Managing Consultant

TL;DR

Customer Service Transformation Managing Consultant (Consulting): Leading large-scale customer service and contact center transformations with an accent on CRM platform integration, operational strategy, and customer-centric design. Focus on shaping business propositions, coaching teams, and delivering innovative service models in the agentic AI era.

Location: Must be based in London (Hybrid)

Company

hirify.global is a global design and strategy consultancy, part of Capgemini Invent, focused on creating sustainable growth and human-centric experiences through data and technology.

What you will do

• Lead business transformation projects enabled by Customer Service platforms like Salesforce, Microsoft Dynamics, and CCaaS.
• Design CX strategies to improve customer engagement, channel usage, and contact center efficiency.
• Collaborate with internal and external stakeholders to align technology solutions with business objectives.
• Shape relevant offers and proposals to drive business growth and capability development.
• Coach and mentor colleagues on client projects to achieve their potential and deliver high-quality work.
• Re-design processes to improve overall customer and colleague experience across service touchpoints.

Requirements

• Proven experience in designing and delivering Service and CRM strategies and operating models.
• Strong track record of supporting business growth through shaping propositions and responding to bids.
• Understanding of capabilities required for Customer Service and CRM platforms such as Salesforce, Microsoft Dynamics, or conversational AI.
• Passion for adapting organizations to new trends in Customer Care and Agentic AI.
• Ability to identify client challenges and apply expertise to improve customer journeys and business goals.
• Must be based in or able to work from London.

Nice to have

• Hands-on experience with platform providers including Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, or Google Dialogflow.

Culture & Benefits

• Commitment to an inclusive, flexible, and engaging work environment.
• Hybrid working model with flexible arrangements available for all UK employees.
• Focus on employee wellbeing with access to Mental Health Champions and wellbeing apps like Thrive and Peppy.
• Opportunity to work on projects with positive social and environmental impact.
• Part of a global network of studios with a collaborative and vibrant culture.