Job title: Customer Experience & Digital Transformation Sales Leader
Job type: Permanent

Job Description

Job Advertisement: Customer Experience & Digital Transformation Sales Leader

Job Title: Customer Experience & Digital Transformation Sales Leader
Salary: £85k-£90k base + 5% bonus
Location: UK Wide (Hybrid – likely remote with occasional travel to a local office/client site)
Eligibility: SC Clearance eligible essential

About the Role

An exciting opportunity has arisen for an experienced Customer Experience & Digital Transformation Sales Leader to drive growth within a consultancy specializing in intelligent customer operations. This role is pivotal in designing and delivering cutting-edge solutions to improve customer experience through digital transformation, operating models, and technology deployment.

As a Sales Leader, you will be responsible for building, developing, and managing a sales pipeline of innovative customer solutions, collaborating with cross-functional teams, and leading clients through transformative journeys to optimize their customer operations.

Key Responsibilities

  • Build and manage a sales pipeline through existing and new networks.
  • Engage with internal and external stakeholders to develop customer operations solutions.
  • Lead the creation and implementation of industry-leading Digital-First Omni-Channel CX strategies.
  • Assess current client processes and technology, identifying opportunities for transformation.
  • Recommend and implement technology solutions, such as chatbots and conversational AI, to enhance digital strategies.
  • Optimize customer processes, integrating automation and technology to improve outcomes (e.g., NPS, C-Sat, Cost to Serve).
  • Create winning proposals for RFI/RFP processes in the Customer Operations and Contact Centre market.
  • Support workforce optimization and the creation of flexible operating models.

Skills and Experience

  • Proven experience in solutions for Contact Centres, with expertise in commercial modelling and sales pipeline management.
  • Demonstrated success in winning new client business in Customer Operations or Contact Centre markets.
  • Strong understanding of Contact Centre and CX technologies, such as Salesforce, Zendesk, AWS, or Genesys Cloud.
  • Knowledge of current technology trends, including automation, AI, and digital transformation tools.
  • Experience improving customer journeys and delivering enhanced CX outcomes.
  • Familiarity with integrated Contact Centre environments, including technology for service management, WFM, reporting, and analytics.
  • Strong proposal writing and experience with RFI/RFP processes.
  • Cross-sector experience, including Automotive, Retail, Energy & Utilities, Telco, Financial Services, and more.

Preferred Qualifications

  • Knowledge of process improvement methodologies and simple automation principles (e.g., call deflection, webchat, chatbots).
  • Hands-on experience with CX tools and platforms.
  • A passion for improving customer experience outcomes and delivering innovative solutions.

What We Offer

  • A competitive salary and benefits package.
  • Professional development and accelerated career progression.
  • A collaborative and innovative work environment where your entrepreneurial spirit is valued.
  • Flexibility to tailor your benefits package to suit your individual needs.

Apply Now
If you’re ready to make a meaningful impact in the world of customer experience and digital transformation, we’d love to hear from you. Take the next step in your career and apply today!