Customer Capabilities & Transformation Lead

About Baringa

Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding.

The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.

Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors.

Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms.

Our Customer team is hiring motivated and talented individuals, from Consultants to Managers, to join us andhelp clients define the future of customer experience and reimagine how they engage,serveand create value for their customers. We work with organisations across a range of sectors to define the future of customer experience, redesign service organisations and deliver transformation that improves customer outcomes, operationalperformanceand commercial value.

Drawing onexpertisein customer strategy, service design, customer operations,technology and AI, we help clients turn ambitious visions into practical, measurable outcomes.

Our team is passionate about helping organisations define and realise a future vision for customer experience and service. Whether that'sdefining a Customer Experience North Star, creating a connected customer experience across channels and journeys, reimagining the role of the contact centre, deploying AI-enabled service models or transforming customer operations, we work alongside our clients from strategy through design and into delivery.

You will be joining a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking with practical deliveryexpertise. We recognise that great candidates come from different backgroundsandwon't necessarily have experience across every area below. Instead,we're looking for individuals who bring strength in several of the following disciplines and are excited to broaden their experience across the wider Customer team.

We are particularly interested in people with experience in some of the following areas:

• Customer Strategy & North Star Visioning - helping organisations define a clear vision for customer experience, future-state service models and transformation roadmaps that align customer, colleague and business outcomes.
• Connected Customer Experience (CCX) - designing end-to-end experiences that connect journeys, channels, technology, data and operations to deliver seamless customer outcomes.
• Service Design & Customer Insight - applying research, journey mapping and design thinking approaches to understand customer needs and translate them into practical solutions.
• 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.
• 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.
• AI-Enabled Service & Operations - shaping AI strategies, identifying high-value use cases and helping organisations adopt AI, automation and emerging technologies at scale.
• Customer Platforms & Technology Transformation - experience of CRM, CCaaS, digital, automation or customer platform transformation from strategy and procurement through to implementation.
• Transformation Delivery - leading or supporting complex programmes, working alongside clients to turn strategy into measurable outcomes and lasting change.

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…