Associate Director, Contact Centre Transformation Expert - Public Sector

Connect to your Industry  

 
Do you want to be at the heart of some of our most impactful work, helping governments to improve how they serve citizens day to day? We help our Government and Public Sector clients to fulfil their missions with innovative solutions that genuinely change lives.

We are proud of the impact we achieve with our clients, the strength of our relationships, and the variety of skills and expertise we bring to help them succeed. We’re passionate about public services and relentless in tackling complex challenges. As natural collaborators, we listen, bring fresh thinking, and provide our clients with the support they need to push boundaries and be boldly ambitious.

At Deloitte Digital, we combine the discipline of Deloitte with the power of creativity. We connect people, ideas, technology, and capabilities in innovative ways to create new solutions to some of the world's biggest problems.

We deliver forward-thinking solutions that address the challenges of today and tomorrow.

If you're ready to grow your career and make a tangible difference, we want to hear from you.

Connect to your career at Deloitte  

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.  

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.  

Connect to your opportunity  

At Deloitte, we are looking for experienced customer service and contact centre transformation consultants who enjoy solving complex problems and delivering large-scale transformation. You will combine strategic thinking with hands-on expertise to help central government clients modernise contact centre technology and operations, improving services for citizens.

You will have a proven track record across:

• Designing contact centre transformation strategies and operating models.
• Improving customer journeys, processes and operational performance.
• Delivering omnichannel, CRM, workforce management, automation, AI and analytics solutions.
• Leading complex programmes from assessment and design through to implementation and adoption.
• Using data to define priorities, measure outcomes and build the case for change.
• Engaging senior stakeholders, frontline teams, technology partners and suppliers.
  
  

You will be a confident communicator and trusted adviser, comfortable navigating ambiguity and balancing citizen needs, operational resilience, accessibility, security and value for money. Above all, you will be curious, collaborative and committed to sharing knowledge, developing others and delivering measurable impact.

About the role:

 We are seeking an experienced Contact Centre Transformation Expert to help central government clients modernise and improve large-scale customer service operations. You will lead the assessment, design and delivery of transformation programmes that enhance citizen experience, improve operational performance and maximise the value of contact centre technology.

Working across people, process and technology, you will help clients redesign operating models, optimise customer journeys, implement modern contact centre platforms and embed data-driven ways of working. You will collaborate with senior stakeholders, operational teams and technology partners to deliver sustainable change, ensuring services are more efficient, resilient and responsive to citizen needs.

Types of work you would be involved In:

• You will integrate AI into citizen-facing services, developing solutions that enhance interactions through intelligent automation, next best action, virtual assistants, and predictive support.
• You will lead the strategic transformation of CRM and Contact Centre platforms (inc. Salesforce, Amazon, Google, MS Dynamics, Creatio), modernising systems to improve citizen relationship management and streamline communication channels. This involves implementing new technologies and processes to enhance agent effectiveness and citizen satisfaction.
• You will develop and integrate comprehensive omnichannel strategies, ensuring a consistent and unified citizen experience across all touchpoints, including web, mobile applications, and other digital channels. This work focuses on creating cohesive digital journeys that are easy to navigate and highly accessible.
• You will enable data-driven delivery to provide data-driven insights and  forecasting and make use of tooling and AI to improve delivery efficiency
• You will design and implement citizen-facing digital services, ensuring compliance with GDS Service Standards while building in personalisation and proactive features to anticipate citizen needs. This involves leading multi-disciplinary teams through user research, service design, solution architecture  and agile development to create intuitive and effective public services.
  
  

Key Responsibilities:

As a Contact Centre Transformation Expert, you will lead and support the assessment, design and delivery of large-scale contact centre transformation programmes for some of our most important public sector clients.

You will help clients modernise their customer service operations by transforming technology, processes and operating models, improving citizen experience, operational performance and service resilience.

You will deliver complex transformation programmes that make a difference, fostering a culture of one team with our central government clients

Responsibilities:

•  Assess current contact centre operations, technology and performance, identifying opportunities to improve citizen experience, operational efficiency and service outcomes.
•  Design future-state operating models, customer journeys and service processes that improve accessibility, productivity and quality across large-scale contact centre environments.
•  Lead the assessment, selection and implementation of modern contact centre technologies, including CRM, omnichannel platforms, workforce management, AI, automation and analytics solutions.
•  Apply customer-centric design principles to identify pain points, improve journeys and deliver seamless experiences across digital and assisted service channels.
•  Use operational data, customer insight and analytics to identify improvement opportunities, define KPIs and measure the impact of transformation initiatives.
•  Build strong relationships with senior client stakeholders, operational leaders and technology partners, providing trusted advice and driving alignment throughout delivery.
•  Lead multidisciplinary teams through the delivery of complex transformation programmes, ensuring successful implementation, adoption and realisation of benefits.
•  Identify emerging technologies, industry trends and best practices that can help clients modernise services and continuously improve contact centre performance.
•  Support programme governance, planning, risk management and business case development, ensuring successful outcomes and value for money for clients.
  
  

Skills and Experiences: You will need to be obtain to obtain Security Clearance.

Essential

• Proven experience leading large-scale contact centre transformation programmes, with a significant portion gained within the public sector or other complex, regulated environments.
• Deep understanding of contact centre operations, customer service delivery models and customer experience (CX) principles.
• Demonstrable experience assessing, designing and implementing contact centre transformation initiatives across people, process and technology.
• Strong knowledge of modern contact centre technologies, including CRM, omnichannel platforms, workforce management, automation, AI, self-service and analytics solutions.
• Proven ability to define transformation strategies, operating models and roadmaps that deliver measurable improvements in customer outcomes and operational performance.
• Excellent stakeholder management, communication and influencing skills, with experience engaging senior business, operational and technology stakeholders.
• Strong analytical and problem-solving skills, with the ability to use operational data and customer insight to identify opportunities and drive decision-making.
• Experience leading multidisciplinary teams and working collaboratively across business, operations, delivery and technology functions.
• Understanding of Government Digital Service (GDS) standards, accessibility requirements and citizen-centred service design principles.
• Strong leadership potential, with a track record of supporting, mentoring and developing team members.
  
  

Desirable:

• Experience delivering contact centre transformation within Central Government or the wider Public Sector.
• Experience with leading contact centre and CRM platforms such as Salesforce, Microsoft Dynamics, Creatio, Genesys, Google, Amazon Connect, NICE or Five9.
• Knowledge of emerging trends in customer operations, including AI-assisted service, intelligent automation, predictive analytics and hyper-personalised customer experiences.
• Experience developing business cases, benefits realisation approaches and transformation roadmaps for large-scale operational change.
  
  

Connect to your business - Technology & Transformation  

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.  

Customer  

Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.  

Personal independence  

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.  

Connect with your colleagues  

“What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte’s clients include many of the world’s largest organisations; I wanted to be part of a team that made a difference that I could be proud of.” - Dan, Technology and Transformation  

"I get to work on projects that help clients in a sector I feel truly passionate about.” - Rhiannon, Technology and Transformation  

“Everyone always says, “it’s the people,” and that’s true. Working for a brand you feel proud of feels pretty good too. And you don’t have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital.” - Gillian, Technology and Transformation  

Our hybrid working policy  

You’ll be based in London, Bristol, Manchester, Edinburgh, Glasgow or Belfast with Hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home  

life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.  

Our commitment to you  

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.  

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.  

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.  

Connect to your next step  

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.  

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers