Your Role

Partner with senior client stakeholders to shape customer service transformation strategies aligned to broader enterprise goals (e.g., cost transformation, customer experience, digital enablement).
Design target operating models for contact centers and service functions, including channel strategy, organizational structure, capability enablement, and governance.
Lead diagnostic assessments to identify performance gaps and transformation opportunities across the service value chain.
Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys.
Advise clients on digital deflection and self-service strategies that reduce volume, improve satisfaction, and enable scale.
Guide strategy and roadmap development for workforce transformation, including the future of work, AI-human collaboration, and talent evolution in service environments.
Translate strategic recommendations into actionable transformation roadmaps with prioritized initiatives, KPIs, and change levers.

Qualifications & Experience

5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation.
Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies.
Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design.
Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required.
Bachelor?s degree required; MBA or advanced degree strongly preferred.