Customer Operations Strategy Consultant required urgently for our Consultancy client based in the North West of England for an initial 4-6-week engagement in the Insurance, Life & Pensions sector. Our client is seeking an experienced Customer Operations Strategy Consultant to provide independent assurance and strategic guidance on a major customer operations transformation programme.
This role is Outside IR35 and can be worked predominantly remotely, with occasional travel to the client site(s) in North West England.
The client has already made significant progress in defining their customer operations strategy and is now looking for a senior-level consultant to conduct a comprehensive review, identify gaps, validate the approach, and help shape the next phase of their transformation roadmap.
This is a high-impact engagement suited to a seasoned strategy professional with a strong track record of leading enterprise-wide customer operations transformation initiatives.
The successful consultant should have prior experience in strategy lead, principal analyst, or executive-level transformation roles and will review and assess the organisation's existing customer operations strategy and transformation plans, providing an independent perspective on their effectiveness, alignment, and overall deliverability.
Required Experience
- Proven experience leading Customer Operations Strategy engagements within complex organisations, ideally including Financial Services / Insurance / L&P organisations.
- Strong background in end-to-end customer operations transformation, including:
- Customer journey design and optimisation
- Service model design
- Customer segmentation
- Process improvement and operational excellence
- Technology and data strategy
- AI and automation opportunities
- Governance and operating model design
- Experience delivering strategic assessments, assurance reviews, and transformation roadmaps.
- Ability to operate credibly at Executive and C-Suite level.
- Consulting or in-house strategy background preferred.
If your experience matches these requirements and you are available, please Apply Immediately!
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