Customer Change Consultant

Customer Resolution & Journey Consultant

We are hiring a Customer Resolution & Journey Consultant to diagnose onboarding and adoption bottlenecks within a regulated utility environment and convert real customer friction into structured, actionable insight.

This is not a contact centre role. It is an evidence-led diagnostic position embedded within a wider digital and operational transformation programme.

Manchester, Bradford or Leeds

Hybrid, with travel to Bradford as required (3 days)

You will investigate cases where a customer's onboarding or journey progression has stalled and identify blind spots within process, workflow, ownership or system configuration.

• Lead structured conversations to clarify what happened vs what should have happened
• Reconstruct full journey timelines across systems, teams and handoffs
• Identify breakdowns in workflow, unclear ownership, missing data, system triggers or communication gaps
• Gather structured evidence and produce concise, Business Analyst-ready case packs
• Highlight recurring bottlenecks affecting onboarding and adoption
• Provide weekly insight into systemic blockers and failure patterns
• Close the loop with clear next steps and accountable ownership

This role turns individual friction points into programme-level improvement actions.

• Strong structured questioning and diagnostic thinking
• Experience handling complex escalations or sensitive cases
• Excellent written documentation and evidence summarisation
• Ability to think in processes, workflows and handoffs
• Comfortable working cross-functionally with Business Analysts, product teams and operational leads

• Been part of projects implementing new systems, CRM platforms, workflow tools or process improvements
• Contributed to system rollouts, change initiatives or service transformation work
• Experience feeding frontline insight back into programme or improvement teams

Utilities experience is helpful but not essential. Experience working in regulated, structured environments is more important.

You will work on customer journeys that directly impact live projects and regulated outcomes, contributing to measurable onboarding improvements and broader transformation initiatives.

To apply, send your CV and optionally include a short example of how you would summarise a stalled onboarding case, the evidence you would gather, and how you would report it for improvement action.