Consultant to Manager, Capabilities, Customer

Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and

enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people

across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding.

The firm works across energy and resources, financial services, government and public sector, consumer products and retail,

pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy,

transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.

Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared

understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about

client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks

through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors.

Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK

Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting

Firms.

Our Customer team is hiring motivated and talented individuals, from Consultants to Managers, to join us and help clients define

the future of customer experience and reimagine how they engage, serve and create value for their customers. We work with

organisations across a range of sectors to define the future of customer experience, redesign service organisations and deliver

transformation that improves customer outcomes, operational performance and commercial value. Drawing on expertise in customer

strategy, service design, customer operations, technology and AI, we help clients turn ambitious visions into practical,

measurable outcomes.

Our team is passionate about helping organisations define and realise a future vision for customer experience and

service. Whether that's defining a Customer Experience North Star, creating a connected customer experience across channels and

journeys, reimagining the role of the contact centre, deploying AI-enabled service models or transforming customer operations, we

work alongside our clients from strategy through design and into delivery.

You will be joining a thriving team of customer, service and transformation specialists who combine deep customer-centric thinking

with practical delivery expertise. We recognise that great candidates come from different backgrounds and won't necessarily have

experience across every area below. Instead, we're looking for individuals who bring strength in several of the following

disciplines and are excited to broaden their experience across the wider Customer team.

• Customer Strategy & North Star Visioning – helping organisations define a clear vision for customer experience, future-state

service models and transformation roadmaps that align customer, colleague and business outcomes.

• Connected Customer Experience (CCX) – designing end-to-end experiences that connect journeys, channels, technology, data and

operations to deliver seamless customer outcomes.

• Service Design & Customer Insight – applying research, journey mapping and design thinking approaches to understand customer

needs and translate them into practical solutions.

• Service Reimagined & Contact Centre Transformation – helping organisations redefine the role of service, improve customer and

colleague experience, and transform contact centres into value-generating functions.

• Future of Service & Value Creation – helping organisations redefine the role of customer service, identify opportunities to

improve productivity, reduce avoidable demand and unlock measurable value from customer operations.

• AI-Enabled Service & Operations – shaping AI strategies, identifying high-value use cases and helping organisations adopt

AI, automation and emerging technologies at scale.

• Customer Platforms & Technology Transformation – experience of CRM, CCaaS, digital, automation or customer platform

transformation from strategy and procurement through to implementation.

• Transformation Delivery – leading or supporting complex programmes, working alongside clients to turn strategy into measurable

outcomes and lasting change.

We're looking for people with a blend of the following skills, experiences and capabilities. We don't expect candidates to have

experience across all of these areas; instead, we're interested in individuals who bring strengths in several of them and are

excited to continue developing their expertise as part of our growing Customer team:

• Experience of, or a strong interest in, shaping and delivering customer, service or operational transformation programmes.
• The ability to combine strategic thinking with practical delivery, helping clients move from ambition to measurable outcomes.
• Experience working within, or closely alongside, customer-facing environments such as customer service, contact centres,

service operations, customer experience teams or transformation functions.

• An understanding of customer experience, service operations or the drivers of customer, colleague and business performance.
• Confidence leading workshops, facilitating discussions and engaging stakeholders from operational teams through to senior

leaders. Strong stakeholder management, relationship-building and communication skills, with the ability to create confidence

and influence change.

• Structured problem-solving and analytical capabilities, with the ability to translate customer and operational insight into

actionable recommendations.

• Curiosity about the future of customer experience, service, AI and emerging technologies, alongside a point of view on how they

can create value for organisations.

• A collaborative mindset and desire to contribute to a growing team, develop new propositions and help shape the future of our

Customer capability.

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.

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.

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

here to see some of our recent awards and how we’ve achieved this.

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.

All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening

or AI tools to make hiring decisions. Your application will be considered 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.

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

Your personal data may be retained by Baringa for up to two years, as outlined in our Recruitment Privacy Notice (AMER & APAC), 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

Your personal data will be retained by Baringa for up to two years, in accordance with our Recruitment Privacy Notice (AMER &

APAC), 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