Business Consultant, CX

Location: Remote role associated with London or Southampton, United Kingdom

Company

Enterprise software provider delivering AI, cloud, and digital solutions for customer experience, financial crime prevention, and public safety to organizations worldwide.

What you will do

• Deliver business improvement and strategic advisory projects that produce measurable customer outcomes.
• Develop business cases, financial analyses, benefits assessments, and ROI models for the product portfolio.
• Lead multi-product consulting programs and align value-realization activities with implementation plans.
• Design and lead organizational change strategies across people, process, and technology.
• Manage senior stakeholder relationships, secure sponsorship, and build trusted-advisor partnerships.
• Identify repeat-business opportunities through successful delivery, renewals, and thought leadership.

Requirements

• At least 5 years of experience in relevant functions and industries.
• At least 5 years of leadership experience in a contact-center environment preferred.
• Experience with enterprise contact-center software, including IVR, routing, ACD, workforce management, or quality management.
• Hands-on experience implementing AI or digital products from a people and process perspective.
• Proven ability to work with senior executives, lead project teams, and influence cross-functional stakeholders in a matrixed organization.
• Expertise or certification in organizational change management; Six Sigma or another process-improvement discipline preferred.

Culture & Benefits

• Remote working arrangement indicated for the role.
• Individual-contributor position reporting to the Director of Business Consulting, VRS.
• Opportunity to work across consulting, customer success, AI-led CX, and enterprise software transformation.
• Work within a global organization serving more than 25,000 businesses across 30+ countries.