Transformation & Process Excellence Consultant

**Transformation & Process Excellence Consultant**

**Location**:UK based, work from home

**Salary**: Dependent on experience

**Department**:TP Digital

**Contract Type**: Permanent

**Security checks**:Ideally holding a level of UK Government Clearance, the successful applicant must be able to obtain security clearance and will be required to be a resident of the UK and have been living in the UK for the past 3+ years.

**The Opportunity**

This is a new role based in the UK specialising in the Public Sector Vertical, with the opportunity to work across TP globally. As a Transformation & Process Excellence Consultant you will have the opportunity to lead our clients and prospective clients with transformation and innovation strategies to improve their business, whilst delivering exceptional customer insights and experiences. It is important that you have an appetite for new and innovative technologies which can be used to drive significant transformation to our clients.

As a strategic thinker, you will find the right solutions efficiently and have the confidence to design best practice service principles and customer journey solutions (operating models, processes, human performance, technology) and be able to articulate the value of these to internal stakeholders and clients.

You will be accountable for working with internal teams, client teams and support functions, to identify changes that will drive real improvements. In particular, you will be working with Teleperformance’s Digital Integrated Business Service function and will be upskilled to deliver TAP assessments. This will allow you to take transformational change to the next level through the development of automation, robotics and other technology-infused solutions.

**Specific responsibilities include**:

- Gaining an in depth knowledge of the client’s brand, products, services and customer journeys
- Coordinate with SMEs to identify waste elimination and improving the customer experience
- Identifying the appropriate technologies to support critical analysis of the current operation
- Analyse data and develop useful metrics to measure impact of process and system changes
- Developing business/action plans and tracking of actions to ensure opportunities turn in to realities
- Develop process improvement procedures to improve operational efficiency
- Prepare communication plans for multiple stakeholders and present these, where required
- Support in Pre Sales/Bid work
- Engagement with global TP teams, where required (EWAP, India, CEMA Transformation teams)
- Assessment and identification of clients for TAP assessments
- Delivery of technology, analytics and process improvements to create efficiencies, for both internal and external projects
- Ongoing engagement and comms with internal and external stakeholders
- Presenting outputs to internal and external stakeholders

**Essential**
- Experience of managing client/multiple stakeholder relationships
- Confident and experienced presenter to senior audiences
- Excellent interpersonal, communication (both written and verbal), ability to engage with internal, external and global stakeholders
- Strong diagnostic, analytical and problem-solving skills
- Experienced in analysis of customer journeys, products and services. Quantification and development of business cases to deliver transformational change
- Evidence of strategic awareness and acumen in business - aptitude for fact-based problem solving and developing pragmatic solutions
- Solid project management skills with the ability to work as part of a team to deliver a project/solution under challenging timescales
- Ability to work on own initiative
- Own client relationships, particularly with clients with an ongoing contractual commitment

**Preferred**
- Digital transformation experience in either consulting, software or outsourcing environment
- Experience in analytics, technology & Process Excellence solutions, preferable with experience in deployment.
- Experience in Teleperformance’s Digital Integrated Business Services technology and solutions & TAP framework

**About Us**

Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population.

We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work® in various countries, including the UK,