Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We're looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world's most recognisable brands. Contact Centre Transformation Consultant Hybrid Working (UK-based with travel to client sites as required) Full-time | Permanent Salary: £95,000 - £100,000 benefits, perks, health-care option and bonus! Client: Global IT Consultancy Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We're looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world's most recognisable brands. About the Role As a Transformation Consultant, you'll partner directly with clients across a range of industries to help them achieve their customer experience (CX) vision. You'll lead transformation initiatives, optimise contact centre ecosystems, and implement digital-first solutions that deliver measurable impact. In this role, you will: Lead client engagements: Take ownership of transformation projects, delivering against clearly defined milestones and success measures. Assess and optimise current-state operations: Identify gaps in process, systems, and technology, and make actionable recommendations. Design future-ready CX strategies: Drive efficiencies and improve experience by introducing automation, self-service, and omni-channel capabilities. Maximise tech investment: Advise on existing contact centre platforms (e.g. Zendesk, AWS) and recommend CCaaS solutions tailored to business needs. Support pre-sales: Contribute to RFI/RFP responses and collaborate on the development of client-specific solutions. What We're Looking For We're seeking someone who is both strategic and hands-on, with a strong grasp of the technologies and techniques shaping modern customer operations. You'll bring: A proven track record in contact centre transformation and CX optimisation A deep understanding of contact centre KPIs and how to improve them Knowledge of automation tools and principles (e.g. chatbots, conversational AI, webchat, call deflection) Experience with customer journey mapping and process re-engineering A collaborative, consultative mindset with excellent communication skills Security & Pre-Employment Requirements To be appointed, you'll need to pass Baseline Personnel Security Standard (BPSS) checks, including: Right to work verification A minimum of 3 years continuous employment history Criminal record check (Disclosure and Barring Service) Additional checks if you've lived outside of the UK in the past 3 years Apply now and help build the future of customer experience