Customer Service Transformation Managing Consultant

Location: London, UK; hybrid working

Company

hirify.global, part of Capgemini Invent, delivers customer experience, business model, product, service, brand, and technology transformation for customer-centric enterprises.

What you will do

• Lead or support customer service transformation enabled by Salesforce, Microsoft Dynamics, CCaaS platforms, conversational AI, automation, channel strategy, customer insight, and knowledge management.
• Assess customer experience, contact centre capabilities, customer service tools, and operating models to identify improvement opportunities.
• Design customer service, CRM, engagement, channel, and contact-driver strategies, including redesigned customer and colleague journeys.
• Collaborate with client, technology, data, and customer teams to deliver large-scale service transformation solutions.
• Manage stakeholder communications, support technology and ways-of-working adoption, and align solutions with business objectives.
• Shape propositions and bids, support business growth, and coach colleagues on client projects and internally.

Requirements

• Hands-on or strong working knowledge of customer service and CRM platforms, including Salesforce, Microsoft Dynamics, Google Dialogflow, CCaaS, or conversational AI.
• Experience designing and delivering service and CRM strategies and operating models.
• Track record of identifying opportunities, shaping propositions and proposals, and responding to bids.
• Experience improving customer journeys, communications, customer experiences, and customer-facing processes.
• Interest in emerging customer care trends, including the role of agentic AI in contact centres.
• Ability to work in a hybrid setup connected with the London, UK location.

Nice to have

• Experience with Salesforce, Microsoft Dynamics, NICE, Genesys, AWS, or Google Dialogflow.

Culture & Benefits

• Open, flexible, inclusive, collaborative culture across global studios and virtual working environments.
• Flexible working arrangements and hybrid working embedded in day-to-day operations for UK employees.
• Wellbeing support including Mental Health Champions and access to Thrive and Peppy wellbeing apps.
• Commitment to inclusion, accessibility, digital social impact, sustainability, and work-life balance.