Consultant to Manager - Customer Contact and Ai Experts

About Baringa

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. Our Customer practice are looking for an experienced Senior Consultant or Manager to join the team.

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 hel p

clients turn ambition into something that

actually works .

What you will be doing

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:

Reimagining customer service:

improving how contact centres

operate - from demand management and journeys through to channel mix, automation

and service design 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 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 Owning delivery: leading workstreams or small pods - setting direction, driving progress and being accountable for outcomes Working as one team with clients:

leading workshops and aligning stakeholders across Product,

Tech

and Operations to move delivery forward at pace Supporting growth:

contributing to proposals and helping shape new opportunities across customer and AI Supporting others:

coaching junior team members and acting as a go-to within your area

Your skills and experience

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.

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

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

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

Structured thinking and clear point of view:

able to frame problems, form recommendations and communicate clearly to senior stakeholders

Strong client delivery:

comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments

Data-driven decision

making:

using data and insight to

identify

opportunities, prioritise effectively and guide decisions

Building value cases and buy- in:

able to articulate clear value and bring stakeholders with you to support change

Drive and ownership:

comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes

Collaboration and stakeholder management:

confident working across Product, Technology and Operations, bridging technical and non-technical teams

Curiosity for how AI is evolving:

keeps up to date with the space and brings practical insight into client work

What a career at Baringa will give you

Putting People First. 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:

Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our