Contact Centre Domain Specialist
8 days ago
London
Vacancy job title: Contact Centre Domain Specialist Start Date: ASAP End Date/Duration: 6 months initially - 3 months rolling Location: London (hybrid) Job description We're looking for a Contact Centre domain specialist to work alongside a Business Lead to build a strategy pack that tells the narrative of what a future Contact Centre should look like for our retail client, focusing on capability shifts, business outcomes, and selected technology strategy considerations. Objectives • Create a clear, compelling future-state narrative for a Contact Centre, aligned to measurable business outcomes., • Define the capability changes required (people, process, data, operating model, tooling) to realise that future state., • Partner with the Business Lead to shape the storyline, problem statement, and "North Star" target state for Contact Centre., • Assess current Contact Centre capabilities vs. future needs; identify capability gaps and shifts required to deliver outcomes., • Facilitate workshops/interviews with stakeholders to gather input and validate direction (business, operations, digital, data, technology)., • Define business outcomes and success measures (eg, customer experience, cost-to-serve, agent productivity, quality, resilience)., • Provide "just enough" technology strategy considerations to make the future state actionable (eg, platform patterns, data/AI opportunities, integration/knowledge, vendor considerations) without turning this into a solution design., • Future Contact Centre narrative (where we are, why change, what "good" looks like, how we get there)., • Capability model/capability shifts (current vs. target, gaps, priorities)., • Outcome framework with indicative metrics and measurement approach., • Strategic options & recommendations (2-3 options with trade-offs, plus recommended path)., • Roadmap (high-level) with sequencing, dependencies, and key decisions required., • Risks, issues, assumptions, dependencies and proposed mitigations., • Deep expertise in Contact Centre operations and transformation (eg, omni-channel service, workforce management, quality, knowledge, case management, customer journeys)., • Proven track record producing strategy packs/target state narratives for senior stakeholders., • Strong capability-based thinking: linking capability shifts - business outcomes., • Business architecture (capability mapping, value streams, operating model design)., • Working knowledge of Contact Centre technology landscape (eg, CCaaS (Contact Centre as a Service), CRM (Customer Relationship Management), knowledge management, analytics, automation, AI-assisted service) to inform strategy considerations., • Stakeholder management and facilitation (workshops, interviews, synthesis)., • Strong writing and storyboarding skills (executive narrative, crisp slides)., • Contractor will work day-to-day with a nominated Business Lead, collaborating with relevant product/technology stakeholders as needed., • Evidence of Contact Centre strategy delivery (examples of packs, artefacts, or programmes shaped)., • Ability to link capability changes to measurable outcomes., • Structured thinking: scope, dependencies, risks, sequencing., • Executive communication and storytelling quality.