Senior Consultant / Manager - Customer Contact and Ai Experts

Responsibilities

• You'll work side-by-side with clients to identify and drive improves in how customer service operates - understanding demand, journeys and pain points, and identifying where AI can genuinely add value to improve customer outcomes and efficiency.
• You'll be designing and delivering real change - not just strategy on paper - getting into the detail of how contact centres run today, and what it takes to make improvement stick.
• You will be particularly focused on:
• Reimagining customer service: improving how contact centres operate - from demand management and journeys through to channel mix, automation and service design
• Applying AI in customer environments: identifying and shaping where AI can add value across voice and digital channels (e.g. IVR, chat, agent assist), with a clear view on what will drive real operational impact
• Hands-on end-to-end delivery: working across the lifecycle from strategy through to design and implementation - shaping roadmaps, standing up pilots and supporting real-world delivery
• Owning delivery: leading workstreams or small pods - setting direction, driving progress and being accountable for outcomes
• Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace
• Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI
• Supporting others: coaching junior team members and acting as a go-to within your area
• Your skills and experience
• We're looking for people with strong foundations in customer and contact centre transformation, who bring a clear, practical perspective on how AI can be applied to improve service.
• Strong grounding in customer contact operations: deep understanding of how contact centres run day-to-day across voice and digital channels (sales, service, complaints), including demand drivers, KPIs and operational challenges
• Applied understanding of AI in service environments: able to identify , shape and prioritise AI use cases (e.g. IVR automation, chatbots, agent assist), with a clear view on feasibility, value and operational impact
• Experience with customer and AI technologies: understanding of the platforms that enable modern contact centres and AI capabilities, with a practical view of what works in the real world
• Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders
• Strong client delivery: comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments
• Data-driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions
• Building value cases and buy- in: able to articulate clear value and bring stakeholders with you to support change
• Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes
• Collaboration and st

Additional Information

About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence - all powered by advanced technology, data, AI and digital innovation. Clients value Baringa's collaborative approach and the way its teams integrate seamlessly - all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World's Best Management Consulting Firms. Our Customer practice are looking for an experienced Senior Consultant or Manager to join the team. Our Customer team is hiring a motivated and talented individual, from Senior Consultants to Manager, to help our clients evolve how they serve their customers in a world increasingly shaped by AI. From rethinking the end-to-end customer journey through to embedding AI into day-to-day operations, we hel p clients turn ambition into something that actually works .

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