Reimagine the Future of Service in Africa
We are looking for a forward-thinking Lead for our Service Transformation Offering. The offering is focused on helping our clients imagine the Future of Service.
This role is ideal for someone who combines strategic vision with digital fluency, and who is passionate about transforming service delivery through experience, data, technology, and human-centered design.
What Youâll Do
Youâll work with CXOs and Service Leaders to shape service strategies that are commercially sound, digitally enabled, data-driven, and future-ready. Your focus will be on helping clients evolve their service models to meet rising customer expectations, optimize operations, and unlock new growth.
Key responsibilities:
- Assess current service models and define what âgoodâ looks like, benchmarking against leading practices
- Improve operational efficiencies through process redesign and use of automation/AI as applicable, and creating prioritization roadmap including feasibility model/business case
- Drive commercial growth by leading practice development & eminence and acting as a key driver of proposals or other business development work in the Service Strategy and Transformation space and helping track operational metrics (utilization, project pipeline etc.)
- Design transformation roadmaps that incorporate automation, AI, and scalable technologies.
- Evaluate and recommend service platforms (e.g., CCaaS, CRM, field service tech) to support future capabilities.
- Lead client engagements and contribute to business development in the service transformation space.
- Collaborate with senior stakeholders to deliver impactful, measurable outcomes.
- Mentor and grow internal teams with a focus on digital service excellence.
What You Bring
- Strong analytical skills and ability to interpret complex data sets to drive decisions.
- Deep understanding of contact center KPIs, workforce management, and service delivery metrics.
- Functional expertise: Experience in service/experience strategy, service strategy projects at top consulting firms catering B2B or B2C service, covering service delivery model design, agent experience redesign, workforce management, and/or outsourcer/vendor management strategy; hands on experience leading large scale technology transformation across CRM and contact center ecosystem is a plus
- Experience with platforms like Salesforce, Genesys, ServiceNow, AWS Connect is a strong advantage.
- Proven ability to influence C-suite stakeholders and lead cross-functional teams.
- Passion for digital innovation, AI, and the future of customer experience.
- Industry experience in Financial Services, Retail, or Telecommunications preferred.
Experience:
- 10+ years in customer service strategy, contact center operations, or service transformationâideally in consulting or advisory roles.