Baringa - Consultant to Manager, Capabilities, Customer

• Service Design & Customer Insight – applying research, journey mapping and design thinking approaches to understand customer needs and translate them into practical solutions. • Service Design & Customer Insight • Service Reimagined & Contact Centre Transformation – helping organisations redefine the role of service, improve customer and colleague experience, and transform contact centres into value-generating functions. • Service Reimagined & Contact Centre Transformation • Future of Service & Value Creation – helping organisations redefine the role of customer service, identify opportunities to improve productivity, reduce avoidable demand and unlock measurable value from customer operations. • Future of Service & Value Creation • AI-Enabled Service & Operations – shaping AI strategies, identifying high-value use cases and helping organisations adopt AI, automation and emerging technologies at scale. • AI-Enabled Service & Operations • Customer Platforms & Technology Transformation – experience of CRM, CCaaS, digital, automation or customer platform transformation from strategy and procurement through to implementation. • Customer Platforms & Technology Transformation • Transformation Delivery – leading or supporting complex programmes, working alongside clients to turn strategy into measurable outcomes and lasting change. • Transformation Delivery • We're looking for people with a blend of the following skills, experiences and capabilities. We don't expect candidates to have experience across all of these areas; instead, we're interested in individuals who bring strengths in several of them and are excited to continue developing their expertise as part of our growing Customer team: • Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes. • The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes. • Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres, service operations, customer experience teams or transformation functions. • An understanding of customer experience, service operations or the drivers of customer, colleague and business performance. • Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior leaders. Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence and influence change. • Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into actionable recommendations. • Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they can create value for organisations. • A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our Customer capability. • 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