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.
Produce an executive-ready strategy pack suitable for senior forums and decision-making (e.g., Strategy/Architecture governance).

Key responsibilities

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 (e.g., customer experience, cost-to-serve, agent productivity, quality, resilience).
Provide "just enough" technology strategy considerations to make the future state actionable (e.g., platform patterns, data/AI opportunities, integration/knowledge, vendor considerations) without turning this into a solution design.
Produce structured content that is consistent with existing strategy packs (context, scope, outcomes, dependencies, risks, next steps).

Deliverables

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.
Executive-ready strategy pack (PowerPoint) and supporting notes (Word) if needed.

Required experience

Deep expertise in Contact Centre operations and transformation (e.g., 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.
Comfortable working in ambiguous, fast-moving environments and shaping structure from scratch.Desired skills / knowledge

Business architecture (capability mapping, value streams, operating model design).
Working knowledge of Contact Centre technology landscape (e.g., 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).
Bringing industry wide experience and trends for Contact Centres.

Ways of working / reporting

Contractor will work day-to-day with a nominated Business Lead, collaborating with relevant product/technology stakeholders as needed.
Output-oriented engagement: emphasis on producing an agreed strategy pack and decision-ready narrative.

What we'll assess

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