Consulting Director - Customer

Posted: 20/12/2024 - Application Deadline: -

About Baringa:
We set out to build the world's most trusted consulting firm - creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector.

You'll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk, or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick - slotting seamlessly into their teams and being proudly geeky about solving their challenges.

As a Certified B Corporation, we've proven that we've built social and environmental good into every bit of what we do.

We have hubs in Europe, the US, Asia and Australia, and we work all around the world - from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made.

Our Customer practice is looking for a seasoned Consulting Director, experienced in winning, shaping and leading customer experience transformations.

We all know the pace of change in customer experience is accelerating. Customer expectations have evolved, transformative technologies are rapidly maturing and clients want to realise material business benefits through differentiated experiences. Our team is passionate about materially improving customer and colleague experience within the contact centre, underpinned by the credibility of knowing the business and technology change required to deliver these improvements. We are positioned at the forefront of this wave of change and are looking for the right experts to join our experienced team.

We are looking for exceptional individuals who have shaped and delivered customer experience transformations within customer service/product functions, applying modern technologies to deliver significant customer and business benefits. We want people with a strong point of view on how the latest technologies can best be applied to improve the customer experience, alongside the credibility of having delivered significant change to end users.

Whilst no two projects are identical, the typical work we partner with our clients on covers:

• Leading the thinking and management, from definition through design into delivery, of large-scale customer transformation programmes.
• Helping clients understand customer needs, through a range of research and analysis approaches applied within a service design method, in order to reinvent customer products and services.
• Reimagining the connected customer experience, across the role of the contact centre, to the evolution of physical and digital channels.
• Advising on the most appropriate technology architecture to deliver transformative customer experiences, taking into account latest market and client maturity to provide independent advice.
• Providing expert advice on the customer service operating model of the future.

What you will be doing:

• This is a leadership role in our Customer team. We are looking for a leader who is comfortable leading and selling work across the customer lifecycle, with a particular depth of experience in customer service experience. As part of our customer leadership team we expect you to be able to successfully demonstrate:
• True thought leadership. We want a leader who has a strong point of view on the latest and greatest in customer experience, actively grows and maintains their relevancy and eminence, with a strong depth of experience in emerging technology. Someone who is experienced speaking with clients and at industry events to continue to build brand in the market.
• Proven team builder. We are looking for someone who really cares about building successful teams and who can demonstrate a track record of growing teams and building followership. We want someone who is excited about joining a growing team and who wants to play a lead role in nurturing our future leaders.
• Within Customer we focus on two key domain areas: Customer Experience Design and Delivery, alongside a depth of experience specifically in Customer Service. As a member of our leadership team we would look for experience in both these areas. Within Customer Experience Design and Delivery we look for:
• Experience of selling and delivering customer or design led transformation programmes, which bring together the best of design and delivery teams to deliver amazing customer experience improvements.
• Credibility in understanding the latest customer experience trends, and applying this to both our client work and the propositions we bring to market.
• We are also looking for a leader with a depth of experience in Customer Service. Areas we are particularly interested in are:
• A background of shaping and selling work for the customer service function of the future. We expect you to bring experience and credibility of delivering this type of work in a consultancy environment underpinned by proven sales capability. You will have strong relationships to enable your commercial success.
• Strong track record of delivering customer service of the future work. We are looking for people who really understand the application of technology into the contact centre and across digital channels, who know what it takes to drive successful user adoption and are experienced working on complex change programmes.
• Baringa focuses on four key sectors; Energy & Resources, Financial Services, Government and Products & Services. Whilst our Customer Services team works across all these sectors, we are looking for a leader in either Financial Services (specifically in at least one of the following; Retail Banking, Wealth & Asset Management or Insurance) or Energy & Resources (specifically in at least one of the following; Energy Retail, Network Operators, Water, Oil or Gas Majors) who can demonstrate:
• Deep understanding and relationships in at least one of the businesses specified above in either Financial Services or Energy & Resources.
• A desire to continue to deepen and broaden industry understanding and relationships and work closely with colleagues in our industry teams to drive the customer agenda with clients.

Your skills and experience:

• Leadership experience working with clients in Customer Service and Customer Experience environments.
• Experience leading and selling Customer Transformation Programmes.
• Excellent practitioner knowledge of bringing together design and delivery teams to deliver transformative customer experiences.
• End to end experience across Customer Service Strategy and Operating Model into delivery of complex technology and change programmes.
• Channel experience across Contact Centre and Digital channels with expert knowledge of impacts of Digital, Data and Cloud / Contact as a Service (CCaaS) technologies and how clients can best leverage these new capabilities.
• Depth of experience in emerging technology and how best to apply this to improve customer experience and realise transformative business benefits.
• Deep experience, knowledge and relationships in the Financial Services sector (specifically in at least one of the following; Retail Banking, Wealth & Asset Management or Insurance) or Energy & Resources (specifically in at least one of the following; Energy Retail, Network Operators, Water, Oil or Gas Majors).
• Leadership experience working in Agile and Hybrid methodologies.
• Experience leading teams in this space and building internal capability.
• Excellent interpersonal skills and ability to successfully navigate complex work environments.
• Strong set of existing trusted client relationships.

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 provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
• Flexible Working: We have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
• Corporate Responsibility Days: All our employees get 3 every year to help social and environmental causes.
• Wellbeing Fund: We've introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
• Career Progression: We have quarterly rather than annual promotion reviews. We don't have any quotas: if you're ready and delivering at the right level, you'll get that promotion.
• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme.

Diversity and Inclusion.
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture.

Join us
All applications will receive consideration for employment without regard to race, ethnicity, religion, gender . click apply for full job details