Cx Technology Consultant

2 weeks ago

London, United Kingdom Davies Full time

We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance and other highly regulated industries

We are currently seeking a CX Technology Consultant to join our team on a permanent basis within our Customer Experience (CX) practice in London

**The opportunity**
The customer experience practice provide specialist advisory, design and implementation services covering strategy, service design, operations, data, technology and people change

**You will**:

- _Assessment and Analysis:_ Evaluate the client's existing contact center infrastructure, processes, and technology. Identify pain points, bottlenecks, and areas for improvement.
- _Solution Design:_ Design customised CCaaS solutions tailored to the client's needs and objectives.
- _Technology Evaluation:_ Assess various CCaaS providers and technologies in the market. Recommend the most suitable CCaaS platform based on client requirements supporting RFP and Contracting stages.
- _Migration Planning:_ Develop a migration strategy for transitioning from legacy systems to CCaaS.
- _Compliance and Security:_ Ensure that CCaaS solutions comply with industry regulations and data security standards. Implement security measures to protect customer data.
- _Scalability Planning:_ Plan for scalability to accommodate future growth or seasonal variations in contact volume.
- _Documentation:_ Create comprehensive documentation for configurations, processes, and procedures.
- _Business Case and Cost Benefit Modelling:_ Analyse the cost-effectiveness of CCaaS solutions and provide budget recommendations.
- _Feedback and Improvement: _Gather feedback from client users and stakeholders. Recommend continuous improvements and enhancements to the CCaaS setup

**Your experience**:
**Capabilities required to do the role**:

- Experience working with CCaaS technologies, processes, and best practices is essential. This could include IVR, Knowledge Management, WEM, AI, RPA, and CRM solutions.
- Minimum 4+ years in a Consulting or Customer Experience client side role
- Strong analytical and problem-solving skills to identify issues, devise solutions, and make data-driven recommendations for process improvements.
- Ability to learn, ask effective questions and drive individual performance
- Self-starter who brings high sense of urgency to assignments and goals
- Comfortable with ambiguity and change

**About Us**

**What's important to you is what matters to us**

We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients

Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:

- We are connected
- We are dynamic
- We are innovated
- We succeed together

**We live these values by **
- Caring for the health and well-being of our colleagues
- Increasing diversity and inclusion within our workforce
- Encouraging and accommodating flexible and hybrid working arrangements
- Creating a culture centred on interesting, complex, and challenging work and celebrating success
- Enjoying a fun, friendly, supportive, and sociable team-based environment
- Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs
- Recognising and celebrating the individual contributions of our colleagues
- Championing autonomy and empowerment of all our colleagues

**And if that wasn't enough**
- Rewarding success and hard work
- We offer a **competitive basic salary** and annual bonus based on performance.

**Benefits package includes**:

- Private healthcare via Bupa
- Health cash back plan via BHSF
- Generous annual leave plan
- Company contribution to pension
- Life assurance
- Season ticket loan
- Competitive Employee Referral Program

**Inclusion and Diversity**

Our Approach - At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.

We value the differences and benefits that a diverse workforce brings to the business. We do not discriminate on the grounds of any differentiating factor and embrace the differences which make people unique.

Actioned through - Davies colleagues will deliver DEI though both local and global actions. It is recognised that different geographies have different cultures, employment legislation and hold alternative views. At Davies, we are committed to building an Inclusive Culture through DEI, and we are respectful of opposing views held to the company's position

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