Consultant to Manager - Customer Contact and AI Experts

About the role

Baringa is seeking an experienced Senior Consultant or Manager to join their Customer practice. The role involves helping clients evolve their customer service operations by integrating AI into day-to-day processes and rethinking end-to-end customer journeys.

Responsibilities

• Reimagining customer service by improving contact centre operations, demand management, and service design.
• Applying AI in customer environments by identifying and shaping value across voice and digital channels.
• Managing end-to-end delivery from strategy through to design and implementation.
• Owning delivery by leading workstreams or small pods and being accountable for outcomes.
• Working as one team with clients to lead workshops and align stakeholders across Product, Tech, and Operations.
• Supporting growth by contributing to proposals and shaping new opportunities.
• Supporting others by coaching junior team members and acting as a subject matter expert.

Required skills

• Customer contact operations
• Contact centre transformation
• AI
• Customer service
• Strategy
• Operational excellence

About the Company

Baringa is a global consulting firm that partners with leaders to drive change and create value. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding.