Customer Contact Transformation - Principal Consultant

The role

As a team, we transform our client’s businesses using a combination of strategic thinking, customer-centric service design, and agile engineering practices. We do this at internet scale – driving innovation, and enriching people’s lives. Our skills and talent enable PA’s purpose of creating positive a human future in a technology driven world.
As part of our Digital team, you’ll work alongside colleagues from across PA – delivering transformative digital solutions to today’s most complex business challenges. Our teams are trusted to deliver and given the space to be awesome. We’re an inclusive community for the curious, generous, pragmatic and committed digital practitioners.

What we're looking for

Lead the quality of strategic output, insight and research for clients, across a set of programmes of work or clients.

  • Work with clients and PA’s other disciplines to define how we’ll shape projects to address client problems - defining engagement model, project approach, tasks, deliverables, etc.
  • Set clear expectations about quality and speed of project output. Work in collaboration with PA colleagues and client teams to ensure the resulting strategies are realisable, coach teams and contributors to exceed those expectations.
  • Define strategic approaches to projects and problems, picking and justifying the mix of transformation activities and deliverables and explain them convincingly to clients & collaborators
  • Design, commission and lead customer research and insight
  • Design and lead vision / innovation workshop activities and co-creation sessions
  • An expert practitioner who understands contact centre technology and how it’s evolving
  • Confidently sketch target customer experiences, journeys and interfaces in collaborative teams and in workshops with clients
  • Present and articulate digital visions, strategies and technologies to clients from marketing executives to Board level
  • Establish your own relationships with key clients. Actively work to identify, define and win more work from our existing clients
  • Model behaviours that create the best project experience and outcomes for all participants. Set and manage clear expectations for these behaviours and coach individuals/teams to exceed them.

Evolve, codify and integrate our practice and techniques

  • Introduce, develop & refine new techniques, as part of a conscious plan to evolve our practice
  • Document key areas of our practice, through collaborative sessions and the creation of internal communications materials (for go to market approaches, etc.)
  • Proactively support the shaping of the transformation capability within PA Digital: planning and supporting the facilitation of working sessions, and the definition of our role and contribution to the wider PA offering
  • Ensure knowledge sharing across the capability and across the company through reviews, company meetings, etc. and produce content to publish externally

Support casting and pipeline management

  • Help match the pipeline of work to the pipeline of people (so the people are challenged and growing, and the clients get the right talent for the best project outcomes, and the team is busy and hitting utilisation targets)
  • Accurately scope, estimate effort and define activities for complex projects and programmes of work (e.g. in proposals/SOWs)
  • Know the team well, their skills and interests; cast individuals in a way that will engage and challenge them. Help keep the people in the department thirsty to learn

Recruitment, Line management and training

  • Support recruitment, selection, and on-boarding of new members of the team
  • Line manage one or several strategist(s): supporting career development, mentoring and training, performance, grievance and disciplinary procedures and salary / remuneration appraisals, and general line-management
  • Drive the continual development and improvement in the capability, knowledge and skills of the planning team through internal information and expertise sharing, curating external stimulus and through fostering a culture of continued hunger for “better”
  • Ensure the correct balance of skills within the team

This role is client facing and managerial.

About us

We believe in the power of ingenuity to build a positive human future in a technology-driven world.
As strategies, technologies and innovation collide, we create opportunity from complexity.
Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.
An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.
Bringing Ingenuity to Life.

The Transformation team

We help clients understand the value digital can bring to the core of their business and transform ideas for change into action.

More about Transformation
Chike Eduputa Principal Consultant – Data Digital Strategy

Chike Eduputa

"I love working with smart people with diverse personalities and experiences, who can apply critical thinking and logic to create ingenious solutions to pressing client needs. At the heart of PA lies her people, with unique talents, deep expertise and a mindset that no challenge is too great."

Benefits

We all work best when we feel valued, supported and life feels balanced, so we got the folks who actually work here to design our benefits.

Looking after you and yours

Flexible healthcare plans just for you or your family. Depending on your office location, we offer a range of benefits including dental, eye tests, gym discounts, Cycle to Work, and more.

Finding work/life balance

Now, more than ever, we’re big on flexible working. Whatever the situation at the time, we’ll have an open discussion about what works for you. We’ve also enhanced our parental leave, so you can make more time for what really matters.

Taking a break

Because there’s more to life than just work… All our office locations have competitive annual leave allowances. You can also buy up to five extra days per year.

Personal growth

Learning never stops – it feeds the mind, expands our skills, and strengthens our team. We offer a range of ongoing internal and external training programmes covering everything you'll need to feed and grow your career ambitions.

Planning for the future

Don't worry, we offer all the sensible stuff, including a pension, life assurance, income protection schemes, and PA shares.

Giving back

Take advantage of our great Give as You Earn scheme, or why not volunteer up to three days a year for a charity close to your heart?

A home for everyone

Whether just starting out, or a practised hand, we have active and firm-wide support communities in place to help everyone get the support they need.

Find out more

Going further afield

With offices in countries across the globe, as a firm, we’re able to relocate folks who want to move – whether temporarily or permanently. Your starting location doesn’t have to be forever, as your career takes off.

Location

The base office for this role is Farringdon, London. However, you may sometimes be required to work onsite at client offices, too. You can find out more about our offices and remote working approach on our Locations page.

Address

50 Farringdon Rd, London EC1M 3HE

Transport links

Our office is a short walk from Farringdon station. Farringdon is on the National Rail as well as Circle, Hammersmith & City, and Metropolitan Underground lines.

Farringdon - 5 minute walk
London Bridge - 15 minutes by tube
Waterloo - 12 minutes by tube

Our offices