Job Description :Our client is seeking a Senior Contact Centre Strategist to lead a high-impact Contact Centre Assessment within a public-sector Water & Waste department!

Must Have Primary Skills :

• 8+ years of experience in contact centre strategy, CX transformation, or advisory consulting
• Proven track record leading contact centre assessments or transformation initiatives
• Experience developing enterprise roadmaps, operating models, or strategic plans
• Strong ability to translate business needs into actionable recommendations
• Demonstrated experience engaging senior stakeholders (business + IT)

Nice To Have Secondary Skills :

• Experience in public sector or utilities (water, wastewater strongly preferred)
• Background in enterprise or solution architecture (CX/contact centre)
• Strong executive-level communication and presentation skills
• Expertise in:

1. Customer journey mapping
2. Process optimization and service design
3. Contact centre technologies and modernization (IVR, omnichannel, automation)

Proven Experience In :
Our client is seeking a Senior Contact Centre Strategist to lead a high-impact Contact Centre Assessment within a public-sector Water & Waste department. This is a strategic advisory role focused on evaluating the current contact centre environment and delivering a clear, actionable roadmap to improve customer experience, operational efficiency, and service delivery outcomes. The ideal candidate is a senior consultant or transformation lead who has led similar assessments and can translate complex business challenges into practical, results-driven recommendations.

Key Responsibilities

• Lead an end-to-end contact centre assessment (current state → gap analysis → future state design)
• Conduct stakeholder interviews, workshops, and business consultations
• Develop customer journey maps and identify improvement opportunities
• Identify both technology and operational/process improvements
• Present findings and recommendations to senior leadership and executives
• Evaluate:

1. Customer experience and service performance (CSAT, response times, FCR)
2. Call routing and channel effectiveness
3. Drivers of avoidable contact volume
4. Workforce alignment (capacity, scheduling, skills vs demand)

• Deliver:

1. A comprehensive assessment report
2. Prioritized recommendations
3. A practical, multi-year roadmap for contact centre modernization