Senior Consultant - Customer Experience Transformation (CXT)

June 2, 2026

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At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. We’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries. This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes. You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies. What you will be doing:<div> <ol style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Aptos, sans-serif;">Operational & Technology Discovery</li> </ol> <ul style="margin-top: 0in; margin-bottom: 0in;"> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Support discovery phases to understand client contact centre operations, processes, and technology </li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities </li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Conduct stakeholder interviews and capture operational insights </li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Translate findings into clear outputs such as process maps, summaries, and recommendations</li> </ul> <ol start="2" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Aptos, sans-serif;">Solution Designing & Planning</li> </ol> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Contribute to the design of future-state operating models and service improvements</li> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Support the development of transformation roadmaps and prioritised initiatives</li> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Assist with requirements gathering for CX technologies (e.g. CCaaS, CRM, digital channels)</li> </ul> <ol start="3" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Aptos, sans-serif;">Business Case Development</li> </ol> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 24px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Assist in building simple business cases and benefits models</li> <li style="margin: 0in 0in 0in 24px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Help track key performance measures (e.g. cost to serve, service levels, customer satisfaction)</li> <li style="margin: 0in 0in 0in 24px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Support linking proposed improvements to measurable outcomes</li> </ul> <ol start="4" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Aptos, sans-serif;">Engagement & Workshop Facilitation</li> </ol> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Support the planning and facilitate the workshops to gather requirements and validate solutions</li> </ul> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Work collaboratively within client teams to build & deliver the engagement s</li> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Contribute to presentation materials and storytelling outputs</li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Build strong working relationships with client stakeholders that foster trust, alignment, and constructive challenge throughout engagements</li> </ul> <ol start="5" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Aptos, sans-serif;">Delivery & Team Contribution</li> </ol> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Work as part of a multidisciplinary team to deliver CX transformation initiatives</li> <li style="line-height: 15pt; margin: 0in 0in 0in 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Contribute to internal knowledge sharing, templates, and ways of working</li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Develop strong internal relationships across consulting, technology, and delivery teams to enable integrated programme outcomes </li> <li style="margin: 0in 0in 0in 48px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Collaborate effectively with delivery partners and vendors to support cohesive solution design and implementation</li> <li style="line-height: 15pt; margin: 0in 0in 8pt 48px; font-size: 11pt; font-family: Aptos, sans-serif;">Take ownership of defined workstreams or deliverables within a wider programme</li> </ul> </div> Skills and experience you bring:<div> Operational & Process Expertise <ul type="disc" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">2 to 5+ years of experience in contact centre operations role</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Good understanding of contact centre metrics (AHT, FCR, NPS, Service Level) , contact centre & CX functions and operational frameworks.</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Proven ability to map process flows (Visio, Lucid chart) and identify process improvement opportunities.</li> </ul> Technology Proficiency <ul type="disc" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Exposure to CX technology stack:</li> <ul type="circle" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">CCaaS (e.g., Genesys Cloud, NICE CXone, Google, Amazon Connect)</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">CRM (e.g., Salesforce, Microsoft Dynamics, Zendesk)</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">WFO/WFM (e.g., Verint, Calabrio)</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Digital: Chatbots, Conversational AI, Omnichannel messaging</li> </ul> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Ability to engage with both business & technical stakeholders.</li> </ul> Consulting & Soft Skills <ul type="disc" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Strong facilitation skills with the ability to manage stakeholders to extract meaningful requirements.</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Experience storytelling and visualisation skills, with the ability to converse with a broad audience </li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Structured thinking and problem-solving skills</li> </ul> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Ability to build trusted relationships with clients, partners, and internal teams to drive alignment and programme momentum</li> <li style="margin: 0in 0in 0in 0px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;">Highly organised and proactive, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment </li> <li style="margin: 0in 0in 0in 0px; line-height: 15pt; font-size: 11pt; font-family: Aptos, sans-serif;"> Self-starter with strong initiative, able to work independently and drive progress without constant direction</li> </ul> <ul type="disc" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Passionate interest in CX innovation, AI and operational improvement</li> </ul> Desirable <ul type="disc" style="margin-bottom: 0in; margin-top: 0px;"> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Exposure to agile or continuous improvement methodologies.</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Experience working in transformation or consulting environments.</li> <li style="line-height: 15pt; margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; font-size: 11pt; font-family: Aptos, sans-serif;">Relevant industry certifications (e.g., ISO9001, relevant CCaaS certifications, Business Communications, ILM, Leadership awards).</li> </ul> </div> #Li-bn1

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