Baringa - Senior Consultant / Manager - Customer Contact and Ai Experts

• 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 • Strong grounding in customer contact operations: • 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 • Applied understanding of AI in service environments: • 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 • Experience with customer and AI technologies: • Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders • Structured thinking and clear point of view: • Strong client delivery: comfortable building high-quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments • Strong client delivery: • Data-driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions • Data-driven decision making: • Building value cases and buy-in: able to articulate clear value and bring stakeholders with you to support change • Building value cases and buy-in: • Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes • Drive and ownership: • Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non-technical teams • Collaboration and stakeholder management: • Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work • Curiosity for how AI is evolving: • 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 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 know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave. • Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us. • Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. 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. • Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. • Diversity and Inclusion