Senior Manager - Customer Experience Transformation

Senior Manager - Customer Experience Transformation

Sofia, Bulgaria

About Baringa

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 Needs A Visionary Senior Manager

Customer experience is evolving rapidly, with rising expectations, advancing technologies, and a focus on delivering measurable business benefits through differentiated experiences. Our passionate team drives meaningful improvements by working end-to-end—from strategy and customer needs analysis to designing and delivering impactful products and services. With expertise in business, technology, and AI, we lead the way in driving transformational change.

We're seeking experienced management consultants with a proven track record of delivering customer experience transformations across all industries. Candidates must demonstrate experience working with the technologies that underpin outstanding customer experiences—such as large customer engagement platforms, customer data platforms, and customer contact technologies, including advanced AI solutions. Beyond having a strong perspective, you should have directly implemented these innovations to achieve significant customer and business impact.

You will be involved in helping clients transform into a customer-centric organisation and delivering a world class customer experience. We are looking for you, if you are passionate about:

• Customer Experience Strategy & Design: Understanding the clients' customer journeys, defining the vision, designing the guardrails, and prioritizing the programme improvement opportunities. Leveraging emerging and market leading AI solutions to drive enhanced customer, employee, and user experiences.
• Reimagining Service: Helping clients reimagine their perception of the contact centre from a cost-sink to a value-add function. Designing and delivering new channels, automation, Contact Centre as a Service technology (CCaaS), AI, and improved routing / IVR.

What You Will Be Doing

This is a leadership role in our Customer team. We are looking for a leader who is comfortable shaping, leading, and delivering work across the customer lifecycle. As part of our customer leadership team, you should be able to successfully demonstrate the ability to identify and capitalize on areas of opportunity that could result in sales. While first-hand experience in selling professional services within the customer domain is desirable, what is essential is your capability to spot and pursue opportunities for growth and business development. We expect you to be able to successfully demonstrate:

• True thought leadership with deep expertise in emerging technology and customer experience, maintaining market eminence through client engagements and industry events, whilst leveraging this knowledge to enhance client work and go-to-market proposition.
• A proven team builder with a track record of nurturing talent, growing teams, and inspiring future leaders.
• Skilled in driving growth in Customer work through collaboration, leading proposals, sharing insights, and leveraging networks to boost sales and business development.
• Experienced in selling and delivering customer-focused transformation programmes, blending Design and Delivery to achieve exceptional outcomes.

We are also looking for a leader with a depth of experience in Customer Service. Areas we are particularly interested in are:

• Proven expertise in shaping and delivering future-focused customer service solutions, with management consultancy experience.
• Experience in selling professional services within the customer domain is desirable.
• Demonstrated success in delivering innovative customer service programmes, applying technology in contact centres and digital channels, ensuring user adoption, and managing complex change initiatives.

Your Skills And Experience

• Leadership experience in Customer Experience and Customer Service, with expertise in Agile methodologies.
• Skilled in team leadership, capability building, and engaging with senior stakeholders, including C-suite and Board level executives.
• Shaping and delivering end-to-end Customer Transformation Programmes, from strategy to execution.
• Strong knowledge of technology and channel, including Contact Centre, Digital, Cloud/CCaaS, and emerging technologies to drive transformative customer experiences.
• Broad commercial acumen with exposure to professional services work desirable but not essential.

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

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