Senior Consultant - Customer Service transformation And AI

About the role

The Senior Consultant - Customer Service AI led Transformation and AI will support the design and delivery of AI-enabled service transformation initiatives. This role combines analytical problem-solving, solution design, and implementation delivery.

What you'll do

• Client Engagement & Delivery
• Support delivery of service transformation engagements from assessment through implementation, ensuring alignment with client objectives
• Analyse current-state service processes, customer journeys, case management workflows, and performance metrics to identify improvement opportunities
• Assist in designing AI-led service solutions such as chatbots, virtual assistants, intelligent routing, agent assist, and workflow automation
• Support service operating model redesign including process optimization, workforce enablement, and SLA improvements

What you need

• 5–9 yrs of experience
• Customer service
• CRM
• Machine learning
• LLMs
• SAP
• Google Analytics
• Any graduate