CREDENTIALS
Position: Customer Experience – Senior Consultant
Location: London
Salary: £67,000 base
Assignment Timescale: 3 weeks
Result: Completed
Context
Organisations are placing increasing emphasis on improving how they engage and support customers as service interactions become more digital and data driven. As a result, many businesses are redesigning customer journeys, modernising service operations and introducing AI enabled capabilities to deliver more efficient and personalised experiences across channels.
Challenge
A global creative consultancy and digital agency was looking to appoint a Senior Consultant to contribute to innovation programmes focused on customer experience and service transformation. The position required a consultant with strong expertise in CX strategy, alongside experience applying AI driven solutions to enhance customer centric services.
Solution
The successful candidate brought over five years of experience delivering customer experience and service transformation initiatives across financial services, FMCG and consumer industries. Her expertise spans customer journey design, CX strategy, CRM programmes and customer service transformation. She also has strong experience working with emerging AI capabilities, particularly designing agentic AI service concepts and translating these into practical customer experience solutions.
Outcome
During the interview process, the candidate demonstrated strong alignment with the organisation’s approach to CX transformation and consulting delivery. She subsequently joined as a Senior Consultant, adding further capability across customer strategy, service design and technology enabled experience transformation.
How can we help?
Position: Partner
Expertise: Technology Advisory & Management Consulting
Geographies: UK & EMEA
Ben brings over 20 years of experience partnering with leading global management consultancy firms, top strategy houses, systems integrators, and blue-chip industry clients across the UK, Europe, and the APAC regions. His expertise spans a wide range of areas within business and technology consulting, including technology strategy, innovation, ERP, digital transformation, operational excellence, project and programme management, change management, and related disciplines.
He has a strong track record of successfully placing senior professionals at Managing Director, Partner, Associate Partner, and Director levels, working on both retained and contingency search assignments.
As the head of Consulting Point's Leicester office, Ben also serves as a Key Account Director for several top-tier management consulting clients.
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