Senior Consultant - Customer Service transformation And AI

The Opportunity

The Senior Consultant - Customer Service AI led Transformation and AI will support the design and delivery of AI-enabled service transformation initiatives. This role combines analytical problem-solving, solution design, and implementation delivery. You will work closely with senior stakeholders to assess service operations, identify AI-led transformation opportunities, and deliver technology-enabled improvements across customer service and support functions. Additionally, you will contribute to building reusable assets and support practice growth initiatives aligned with business priorities.

Your Key Responsibilities

Client Engagement & Delivery

Support delivery of service transformation engagements from assessment through implementation, ensuring alignment with client objectives.

Analyse current-state service processes, customer journeys, case management workflows, and performance metrics to identify improvement opportunities.

Assist in designing AI-led service solutions such as chatbots, virtual assistants, intelligent routing, agent assist, and workflow automation.

Support service operating model redesign including process optimization, workforce enablement, and SLA improvements.

Contribute to implementation of AI, analytics, and service management solutions integrated with CRM/service platforms.

Develop functional specifications, user stories, and process documentation to support solution delivery.

Assist in preparing business cases and tracking benefits related to service efficiency, cost reduction, and customer satisfaction.

Ensure quality and timely delivery of project workstreams.

Technology & Innovation

Apply AI/ML concepts, generative AI, and automation tools to enhance service processes and decision-making.

Stay updated on emerging trends in AI-enabled service transformation, including conversational AI and intelligent service management.

Business Development Support

Support proposal development, RFP responses, and creation of client presentations.

Contribute to development of reusable assets, accelerators, and thought leadership for service transformation and AI offerings

Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.

Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

 

Skills and attributes for success

Ideally, you’ll also

Have experience delivering AI-led service transformation initiatives, including chatbots, automation, knowledge management, and case management transformation.

Have exposure to leading service platforms, including CRM/service cloud solutions and ITSM tools.

Demonstrate an understanding of customer experience metrics (CSAT, NPS) and service KPIs, and their role in improving service operations and customer outcomes.

 What we look for

5+ years of experience in service transformation, customer operations, process improvement, or consulting.

Consulting experience is preferred

Experience in analysing service processes and supporting implementation of service or CRM platforms.

Strong problem-solving, analytical, and stakeholder management skills.
Familiarity with AI/automation concepts and service management tools.

Major skills: Customer service transformation, customer operations, service operating model design, process optimization, AI-enabled service transformation, and consulting experience.