- Job: CX Transformation Consultant (Contact Center Focus)
- Level: Senior Manager/AVP
- Salary: £100K - £120K PA Basic Plus Bonus (Neg)
- Domain: BFSI
- Location: UK, London, Home Working
- Must be in the UK and have the right to work.
We are seeking an experienced and innovative CX Transformation Consultant with expertise in Contact Center technology and operations. This role will focus on delivering tailored consulting services to help clients transform their customer experience strategies, leveraging AI-led cutting-edge technologies and data-driven insights.
Key Responsibilities:
CX Strategy Development:
- Collaborate with BFSI clients to define transformative customer experience strategies and roadmaps that address their specific needs and challenges.
- Identify opportunities for differentiation and innovation within contact center operations.
Technology Assessment & Advisory:
- Evaluate existing CX and contact center technologies, providing actionable recommendations to enhance operational efficiency and CX outcomes.
- Advise on the selection and integration of technologies such as AI, automation, CRM, analytics platforms, and omnichannel solutions.
Journey Mapping & Design:
- Lead the development of customer journey maps to identify pain points, gaps, and opportunities for improvement.
- Design seamless, personalized, and efficient customer journeys that align with organizational goals.
AI and Automation Strategy:
- Define strategies for incorporating AI and automation into contact center processes, improving scalability, efficiency, and customer satisfaction.
- Collaborate with technical teams to ensure successful implementation and adoption.
Change Management & Organizational Alignment:
- Support clients in managing organizational change by aligning stakeholders, processes, and culture with new CX strategies.
- Develop training and communication plans to ensure smooth transitions.
Data-Driven Insights & Analytics:
- Analyze customer and operational data to derive actionable insights and measure the success of transformation initiatives.
- Provide recommendations for continuous improvement using advanced analytics tools.
Omnichannel & Personalization Strategies:
- Design omnichannel CX strategies to deliver consistent and connected customer experiences across all touchpoints.
- Develop and implement personalization and retention strategies to build customer loyalty and increase lifetime value.
End-to-End Implementation Support:
- Provide hands-on support during the implementation of CX transformation initiatives, ensuring projects meet defined goals and timelines.
- Act as a liaison between stakeholders to ensure seamless execution and post-implementation optimization.
Qualifications:
- Bachelor’s degree in Business, Technology, or a related field; MBA or advanced degree preferred.
- 8+ years of experience in contact center operations, CX consulting, or digital transformation.
- Experience with program / project management, preferably in the context of CX consulting and/or digital transformation.
- Demonstrated expertise in at least one of the following service areas: customer journey mapping, omnichannel strategy, and data-driven insights.
- Proven experience with CCaaS and other AI-enabled CX technologies.
- Excellent stakeholder management, communication, and problem-solving skills.
- A background in the Banking, Financial Services and Insurance industry and knowledge of the BFSI industry challenges, regulatory requirements, and customer expectations is preferred.
Preferred Skills:
- Experience working with leading CX technologies (e.g., NICE, AWS Connect, Genesys).
- Familiarity with leading cloud providers and services (e.g., AWS, Azure).
- Familiarity with design thinking, agile methodologies, or Lean Six Sigma.
- Excellent written and verbal communication skills.
- Experience working in multicultural, global teams.
- Senior Sales - Software Services
- Level: Senior Sales
- Salary: £100K - £120K PA Basic Plus Great Bonus
- Domain: BFS
- Location: UK, London, Home Working, Reading or Leeds
- Must be in the UK and have the right to work.
Apply direct with an MS Word CV our business preferred format to
We are seeking a dynamic and experienced candidate with a strong background in selling IT software services, particularly within the Banking and Financial Services (BFS) sector for OUR Client, an enterprise digital & cloud transformation specialist.
Sales territories: UK & Ireland
Key Qualifications:
- Sales Hunter with 10+ to a maximum of 15 years of overall Sales experience selling software services.
- 5 years of experience in Banking & Financial Services (BFS) Ideally, someone who has sold IT Services to Banks, Building Societies, Mortgage companies, Fintechs, Financial services customers.
- Exposure to Banking solutions like Thought Machine, nCino or other Core Banking solutions will be an advantage.
- This will be a hunter position where the Sales Manager must prospect new customers and take it to closure.
- Consistent sales record and someone who has consistently met their sales targets over the years.
- Demonstrated track record of selling and managing large IT account contracts, from identifying new opportunities and prospecting to closing business.
- Influential and viable relationships with business decision-makers in companies in the UK & I region, ability to socialize and create relationships.
- Demonstration of closing large deals involving multi-year multi-scope IT services and IT managed services is an advantage.
Other Responsibilities:
- Manage inbound leads and sales pipeline for your assigned territory.
- Ability to create conversations using cold calls and drive the inbound sales team through effective campaigns.
- Ability to understand our client’s differentiators and sell against the competition.
- Maintain accurate forecasting (Weekly/quarterly/annual) in our CRM and ensure that your opportunity pipeline is always up to date.
- Attend industry-related trade shows and conferences as required.
- Ability to drive and manage conversations on technology and solutions with decision-makers in the sales process (RFP, RFI, solution).
- Attend regular sales meetings and be fully prepared to discuss the pipeline.
- Meet quarterly and annual sales quotas defined.
Company No. 14394641
Web Domains: www.oodlesjobs.co.uk , www.oodlesjobs.com
To contact us by phone: 0121 580 9079
To submit/mail your cv to:
General Inquiry to:
Oodles Jobs Recruitment Ltd commitment with its customers goes beyond the traditional supplier-customer relationship. We strive to work as a business partner with our advertisers, appreciating that helping our customers thrive will, in turn, help Oodles Jobs Recruitment Ltd continue to flourish.
One thing that Oodles Jobs Recruitment Ltd recognised early on is that by providing the best experience to our candidates we can, in turn, ensure we provide the best experience for our advertisers.
Since the initial inception of 'jobs-by-email' service, Oodles Jobs Recruitment Ltd has built and maintained a strong, loyal and enviable candidate base. We have further grown and enhanced this through continued innovation
To ensure we continue to provide the highest quality candidate source we do many things, including:
- Advertising your job on the Oodles Jobs Recruitment Ltd website
- Distributing your job (where appropriate) through the Job network of partner websites comprising a unique & dynamic mix of job boards, affiliates and aggregators, thus maximising your job reach
- Emailing your jobs to candidates subscribed with matching job seeking criteria
- Providing a CV database containing thousands of active quality job seekers
- Promoting and raising awareness of your brand within our website through advertising banners, featured jobs, Smart Ads etc.
However, that is not all. We take further steps that many of our competitors do not, including:
- Employing our developers technology to further identify candidates who would be suitable for your role and advising them of the opportunity
- Verification of every job you advertise to ensure it is correctly classified for the optimum reach, and correcting common presentation mistakes
- Classifying every CV that is added to the searchable database to maximise the quality of your search results
- Provide candidate-by-email alerts, notifying you when a potentially suitable candidate registers their CV
- Providing our advertisers with leading edge technology.
Employers Features
Oodles Jobs has all the necessary features to run a successful Human Resource database directly onto our Web System. Below are only some feature highlights of Oodles Jobs
- Dashboard for employer
- Employers can sign-up using membership plans without any third-party components.
- Employers can generate invoices.
- Ajax style checking registration with help messages
- Save time with flexible and powerful resume search interface
- Search resumes by application title, name, nationality, gender, availability, category, job type, salary range, education, experience
- Build companies profile
- Upload a company logo
- Add, edit and delete jobs
- Send email to employer when job seeker apply to a job
- Professional display of job searches and resumes
- View job applied resumes with number of applied resume
- Employer can interact with job seeker through the Private Messaging System
Oodles Jobs has all the necessary features to run a successful Human Resource database directly onto our website.
Employers Features
Front-End
Oodles Jobs has all the necessary features to run a successful Human Resource database directly onto our Web System. Below are only some feature highlights of Oodles Jobs
For Employers
- Dashboard for employer
- Employers can sign-up using membership plans without any third-party components.
- Employers can generate invoices.
- Ajax style checking registration with help messages
- Save time with flexible and powerful resume search interface
- Search resumes by application title, name, nationality, gender, availability, category, job type, salary range, education, experience
- Build companies profile
- Upload a company logo
- Add, edit and delete jobs
- Send email to employer when job seeker apply to a job
- Professional display of job searches and resumes
- View job applied resumes with number of applied resume
- Employer can interact with job seeker through the Private Messaging System
More features to come later.
