Connected Customer Experience Consultant

Connected Customer Experience Consultant

We set out to build the world's most trusted consulting firm – creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector. You'll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk, or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick – slotting seamlessly into their teams and being proudly geeky about solving their challenges. We have hubs in Europe, the US, Asia and Australia, and we work all around the world - from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made.

Our Customer Practice Are Looking For An Experienced Senior Consultant To Join The Team

We help clients face into their biggest challenges and transform their business by designing and delivering exceptional customer experiences across Marketing, Sales and Service, with a deep spike in Service.

What You Will Be Doing

• Customer Insight & Research: Conduct customer workshops, interviews, and journey mapping to understand behaviours and pain points, translating qualitative and quantitative data into actionable insights.
• End-to-End Service Design: Design and optimise customer journeys, co-create solutions with multidisciplinary teams, and produce service blueprints and journey maps to articulate improvements.
• Problem Solving & Innovation: Identify and address service pain points through creative ideation and solutions informed by customer feedback and market trends.
• Collaboration & Facilitation: Partner with cross-functional teams and facilitate workshops to align stakeholders around customer-focused goals and innovative solutions.
• Evaluation and Iteration: Use feedback loops, data analytics, and customer input to assess and refine service solutions for continuous improvement.
• Thought Leadership: Stay informed on industry trends and champion a customer-centric culture across the organisation.

Your Skills And Experience

• Proven experience in service design, UX, CX design, or a related field.
• Strong track record of improving customer satisfaction through innovative service solutions.
• Proficiency in using customer journey mapping tools, design software, and prototyping tools.
• Expertise in identifying pain points and facilitating creative problem-solving approaches.
• Excellent communication and facilitation skills, with the ability to inspire and align diverse stakeholders.
• Analytical mindset with an ability to interpret data and turn insights into impactful actions.

What A Career At Baringa Will Give You

Putting People First

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

• Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
• Flexible Working: We know that the 'ideal' work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
• Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We've introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company's success.

Diversity And Inclusion

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.

An Award-Winning Workplace

You can be a part of our 'Great Place to Work' – with our commitment to women and well-being in the workplace for all.

Using Business As A Force For Good

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve. We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.

Join Us

All applications will receive consideration for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.

Baringa Privacy Notices

For UK & EU

Your personal data will be retained by Baringa for up to two years, in accordance with our UK Recruitment Privacy Notice / EU Recruitment Privacy Notice, to evaluate your application and meet our legal and reporting obligations. In line with the General Data Protection Regulation (GDPR), you have the right to request access to, rectification, or erasure (subject to legal limitations) of your personal data. For more information, please contact us at privacy@baringa.com

For the USA

Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice, to support the recruitment process and internal reporting requirements. Where applicable, and in accordance with relevant federal and state laws, you may have the right to request access to or correction of your personal information. For further details, please contact privacy@baringa.com

For Australia & Singapore

Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice, to assess your application and meet applicable reporting and legal obligations. In line with the Australian Privacy Act and Singapore's Personal Data Protection Act (PDPA), you may have rights to access, correct, or request limited deletion of your personal data. For more information, please contact us at privacy@baringa.com