Contact Centre Domain Specialist

Vacancy job title: Contact Centre Domain SpecialistStart Date: ASAPEnd Date/Duration: 6 months initially - 3 months rollingLocation: London (hybrid)Job descriptionWe''re looking for a Contact Centre domain specialist to work alongside a Business Lead to build a strategy pack that tells the narrative of what a future Contact Centre should look like for our retail client, focusing on capability shifts, business outcomes, and selected technology strategy considerations.Objectives Create a clear, compelling future-state narrative for a Contact Centre, aligned to measurable business outcomes.Define the capability changes required (people, process, data, operating model, tooling) to realise that future state.Produce an executive-ready strategy pack suitable for senior forums and decision-making (eg, Strategy/Architecture governance).Key responsibilitiesPartner with the Business Lead to shape the storyline, problem statement, and "North Star" target state for Contact Centre.Assess current Contact Centre capabilities vs. future needs; identify capability gaps and shifts required to deliver outcomes.Facilitate workshops/interviews with stakeholders to gather input and validate direction (business, operations, digital, data, technology).Define business outcomes and success measures (eg, customer experience, cost-to-serve, agent productivity, quality, resilience).Provide "just enough" technology strategy considerations to make the future state actionable (eg, platform patterns, data/AI ..... full job details .....