Senior Consultant – Service Transformation

Please Note That For This Role You Need To Hold Full Right To Work In The UK- Not Suitable For Visa Holders.

Role is available in the following locations too: Belfast, Edinburgh, Manchester

Shape the future of customer and service experiences. Solve complex problems. Deliver meaningful change.

We're transforming how organisations serve their customers, employees and communities. We're looking for Senior Consultants with a passion for service transformation, customer experience and human-centred design to join our growing team.

This is an opportunity to work alongside exceptional talent across Service Design, Customer Strategy, UX, Product, Research, Data and Engineering, helping some of the UK's leading organisations redesign services that deliver better outcomes for customers and businesses alike.

What You'll Do

You'll be at the heart of transformation programmes, helping clients understand challenges, uncover opportunities and design services that truly meet customer needs.

Key responsibilities include:

• Leading discovery activities to understand customer, colleague and business challenges
• Mapping customer journeys, service blueprints and operating models
• Designing and optimising end-to-end services across digital and non-digital touchpoints
• Translating customer insight and business requirements into actionable solutions
• Facilitating workshops, co-design sessions and stakeholder engagement activities
• Supporting the development of customer service and operational transformation strategies
• Advising on the application of technologies including CRM, AI, automation, contact centre and customer service platforms
• Working collaboratively with multidisciplinary teams to deliver impactful outcomes
• Managing workstreams and producing high-quality client deliverables

What We're Looking For

We're looking for problem-solvers, collaborators and changemakers who are passionate about improving customer and employee experiences.

You'll bring experience in two or more of the following:

• Service Design
• Service Transformation
• Customer Experience (CX)
• Business Transformation
• Process Optimisation
• Service Operations
• Human-Centred Design

You'll also have:

• Experience conducting discovery and service design activities
• Strong journey mapping and blueprinting skills
• Excellent workshop facilitation and stakeholder management capabilities
• Strong analytical and problem-solving skills
• Ability to communicate complex ideas clearly and confidently
• Experience working within agile and multidisciplinary environments

• CRM, Customer Service or Contact Centre solutions
• Automation and AI-enabled service transformation
• GenAI applications in customer operations
• Field Service Management platforms
• Consulting or advisory environments
• Financial Services, Public Sector or large-scale enterprise transformation

Please Note That For This Role You Need To Hold Full Right To Work In The UK- Not Suitable For Visa Holders.

Why Join Us

• Work with outstanding digital specialists across strategy, design, research, and engineering
• Deliver meaningful transformation programmes for leading Financial Services organisations
• Influence how services are designed, delivered, and improved at scale
• Access continuous learning, development, and career growth opportunities
• Join a culture that values collaboration, integrity, innovation, and inclusion
• Competitive salary and comprehensive benefits package

Hiring process- 3 stages

1. 1.Initial call with HM
2. 2. Case study / someone from the team
3. 3. Meeting the director/partner

Hybrid- 3 days/w in office

Salary banding depends of location

If you're a curious problem solver who thrives on turning insight into impact, we'd love to hear from you.

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