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About the Role

As part of the CX Advisory practice, the CX Transformation Advisor is a senior client-facing role responsible for helping organisations translate customer and business ambition into actionable, value-led transformation. The role provides the strategic and commercial bridge between insight, opportunity and execution, leading client discovery, challenging existing thinking, identifying transformation opportunities and orchestrating multidisciplinary capabilities to turn curiosity into measurable customer and business value. It combines trusted advisory, transformation leadership and commercial development, supporting both incremental optimisation and more radical transformation enabled by digital, automation, AI and agentic technologies.

Responsibilities

Act as a trusted strategic advisor to senior client stakeholders, helping shape CX and service transformation priorities aligned to customer, operational and commercial outcomes.
Lead CX discovery and diagnostic activity, bringing together customer insight, operational performance, process intelligence, technology capability and external benchmarking to identify opportunities for transformation.
Translate strategic ambition into a prioritised transformation portfolio, connecting initiatives to measurable outcomes, benefits, KPIs and business value.
Identify opportunities across customer journeys, channels, operating models, processes, digital, automation, AI and agentic workflows, balancing experience improvement with efficiency and effectiveness.
Orchestrate multidisciplinary Advisory squads, bringing together Service Design, Process Engineering, Insight & Analytics and the Intelligence Layer around specific client challenges.
Use data, intelligence, benchmarking and emerging technology to move Advisory from traditional consulting towards evidence-led, predictive and increasingly continuous transformation.
Lead client workshops, executive discussions and transformation interventions, translating complexity into clear choices, recommendations and actions.
Maintain the connection between strategy and execution, ensuring recommendations are feasible, commercially viable and capable of progressing into implementation.
Provide senior quality assurance across Advisory outputs, ensuring consistency, credibility and clear articulation of customer and business value.
Develop methodologies, propositions, thought leadership and reusable IP that strengthen our position as an Intelligent Transformation Partner.
Identify and shape new opportunities within existing and prospective clients, contributing to consulting pipeline, proposals, bids and revenue growth.
Build strong relationships across internal Product, Technology, Operations, Commercial and Data capabilities, as well as relevant ecosystem partners.
Capture and reuse learning across engagements to continually strengthen Advisory knowledge, methodologies and transformation intelligence.
Coach and support other members of the Advisory capability, helping develop the skills and mindset required for the future of CX transformation.

Requirements

A senior transformation practitioner with broad experience across CX, operations, digital and technology-enabled change, capable of operating comfortably from executive strategy through to transformation mobilisation.
The individual should combine strong commercial and consulting judgement with intellectual curiosity and a practical bias towards action, able to challenge, connect and simplify, while bringing together the right people, data and technology to turn customer and business problems into measurable transformation opportunities.

Skills

CX strategy and transformation
Customer journey and service transformation
Operating model design
Contact centre and digital transformation
Transformation discovery and diagnosis
Value and benefits identification
Digital, automation, AI and agentic transformation
Data and insight-led decision making
Executive stakeholder engagement
Commercial opportunity development
Transformation portfolio prioritisation
Multidisciplinary team leadership
Facilitation and storytelling
Consulting methodology and thought leadership

Location

London, United Kingdom

Work Type

Full time
Permanent

Experience Level

Senior