Senior Consultant – Customer Experience

Human Engine is a Financial Times top-ranked management consultancy with specialisms in strategy, transformation, procurement, customer experience and digital.

Increase your chances of reaching the interview stage by reading the complete job description and applying promptly.

We started in 2018 because we believed the public sector deserved better from consulting – more personal, more human and more knowledgeable of the realities of modern public services. All consulting firms say they're different – with a founding team that came from within the public sector, the Human Engine difference is that we've seen it, done it and been on the sharp end of change.

We are a small business that punches well above its weight. We've been named as one of the UK's leading management consultancies by the Financial Times every year since 2020 – one of the youngest and smallest firms to make the list. To date we've worked with more than 70 clients in local government, central government, the NHS, charitable and regulatory sectors. We're now looking to add some exceptionally talented and passionate people to our award-winning team.

To apply for this role, send us your CV and a covering letter using the link below.
Experience Transformation is one of the fastest growing and most exciting areas of our business. Using our signature diagnostic model, we help clients to build a detailed picture of customer demand across their entire organisation and design multi-channel access strategies that ensure better outcomes for customers, while lowering costs.
We're looking for experienced consultants to join this part of the business.
All our consulting roles involve strategic change in some way – whether developing strategy, designing operating models or delivering savings – so it's essential that you can demonstrate this experience. This could be from a career within one of our key markets, such as local government or housing, or from a background in consulting.

As a Senior Consultant, you'll be able to demonstrate the following:
Experience of customer experience transformation, either from within the public sector or a relevant consulting background.
Exceptional analytical skills and substantial experience of having successfully applied these to draw actionable insights from complex customer contact data.
Experience of developing customer journey maps to identify opportunities to streamline processes, reduce failure demand and improve customer outcomes.
Experience of developing strategies for customer experience and access, including comprehensive engagement and co-production with stakeholders.
Experience of operating model design, including designing and optimising digital services and E2E processes from initial contact to order fulfilment or issue resolution.
The ability to balance strategic thinking with practical delivery to successfully embed innovative changes in complex environments.
Excellent interpersonal skills, able to build relationships at a variety of levels.
Excellent communication skills, able to work confidently with technical experts and articulate complex concepts and advice to non-expert audiences.

Starting salary of up to £60,000
28 days paid holiday plus UK bank holidays
Private healthcare
Company pension scheme
Tax-efficient salary sacrifice pension option with additional employer contributions
Free railcard for discount travel for eligible cardholders
Flexible working – home-based and with flexible hours when not on client site
Regular, all expenses paid team get-togethers, both business and social
Learning and development, with the option to pursue professional qualifications
Fast progression opportunities, in line with your ambition and performance
Work that makes a difference, with clients who give us consistently great feedback
Community-based company culture, with high degrees of responsibility, collaboration and support

You'll find examples of the type of work we do on our Case Studies pages and we strongly encourage interested candidates to look through these to get a deeper sense of the work we do.
Our recruitment process includes an initial telephone call, followed by a two-stage interview process: Initial Telephone Call – An informal conversation to discuss the role, your experience and answer any initial questions.
First Stage Interview – Previous experience and alignment (1 hour, Teams).
Second Stage Interview – Presentation, case study and forward-looking questions (2 hours, Teams).

To apply, send us your CV and a covering letter using the link below.
help us understand more about your aspirations, make sure to let us know what attracts you to this role at this point in time.
All our roles are UK-based. Applicants must have an existing right to work in the UK. We regret that we are unable to sponsor visas. - We don't use AI in any aspect of our hiring process. We ask candidates not to use AI in their application – we'd much rather hear from the real you.
We'll come back to shortlisted candidates with information about the next steps. xrexnqw
We apologise that if we receive a high volume of applications, we may not be able to come back to everyone with individual feedback.