Senior Consultant / Manager - Customer Contact and Ai Experts

London4d ago

Seniority: Senior

About the role

<div class="content-intro"><h3>About Baringa </h3> 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.</div><h2>Our Customer practice are looking for an experienced Senior Consultant or Manager to join the team. </h2> 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 help clients turn ambition into something that actually works.  <h3>What you will be doing</h3> 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:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Reimagining customer service: improving how contact centres operate - from demand management and journeys through to channel mix, automation and service design </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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 </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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 </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Owning delivery: leading workstreams or small pods - setting direction, driving progress and being accountable for outcomes </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI </li> <li data-leveltext="" data-font="Symbol" data-listid="34" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Supporting others: coaching junior team members and acting as a go-to within your area </li> </ul> <h3>  Your skills and experience   </h3> 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.  <ul> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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 </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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 </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">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 </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Strong client delivery: comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Data-driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Building value cases and buy-in: able to articulate clear value and bring stakeholders with you to support change </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non-technical teams </li> <li data-leveltext="" data-font="Symbol" data-listid="35" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work </li> </ul>   <h2>What a career at Baringa will give you </h2> <h3> Putting People First. </h3> <h3>Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include: </h3> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1">Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1">Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1">Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. </li> </ul> <h3>Diversity and Inclusion</h3> We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.  <h3>An award-winning workplace</h3> You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. <a href="https://www.baringa.com/en/impact/awards/">Click here</a> to see some of our recent awards and how we’ve achieved this.  <h3>Using business as a force for good. </h3> We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.  We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.<div class="content-conclusion"><h3>Join us</h3> All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.   <h3>Baringa Privacy Notices</h3> For UK & EU Your personal data will be retained by Baringa for up to two years, in accordance with our <a href="https://www.baringa.com/globalassets/careers/dp-004-ukrpn---uk-recruitment-privacy-notice-pdf.pdf">UK Recruitment Privacy Notice / </a><a href="https://www.baringa.com/globalassets/careers/dp-005-eurpn---eu-recruitment-privacy-notice-pdf.pdf">EU Recruitment Privacy Notice</a>, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at <a href="mailto:privacy@baringa.com">privacy@baringa.com</a> For the USA Your personal data may be retained by Baringa for up to two years, as outlined in our <a href="https://www.baringa.com/globalassets/careers/dp-007-nerpn-amer--apac-recruitment-privacy-notice-word.pdf">Recruitment Privacy Notice (AMER & APAC)</a>, to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact <a href="mailto:privacy@baringa.com">privacy@baringa.com</a> For Australia & Singapore Your personal data will be retained by Baringa for up to two years, in accordance with our <a href="https://www.baringa.com/globalassets/careers/dp-007-nerpn-amer--apac-recruitment-privacy-notice-word.pdf">Recruitment Privacy Notice (AMER & APAC)</a>, to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore’s Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at <a href="mailto:privacy@baringa.com">privacy@baringa.com</a></div>

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