Senior Business Consultant

About the role

Tata Consultancy Services is seeking a Senior Business Consultant to lead a high‑impact customer experience transformation for a major telecom client in Italy. You will work at the intersection of business strategy and emerging AI technologies, shaping omnichannel journeys and service processes using leading CX platforms.

Key responsibilities

• Facilitate stakeholder workshops to capture requirements and design end‑to‑end customer journeys across voice and digital channels.
• Define innovative AI use cases, workflows, and service blueprints that underpin the new CX model.
• Translate business needs into detailed requirements, user stories, and As‑Is/To‑Be process maps, acting as the bridge between business and technical teams.
• Deliver compelling demos and “Show and Tell” sessions to illustrate the future CX vision.
• Support business users during UAT, validate solutions against CX KPIs, and ensure alignment with Customer 360 and AI‑driven flows.

Required profile

• Minimum 10 years of experience as a Business Consultant in the telecom or contact‑center domain.
• Deep expertise in Telecom and Customer Experience (CX) transformation projects.
• Strong stakeholder management and communication skills.
• Fluency in both Italian and English.

Required skills

• Hands‑on experience with CX platforms such as Sprinklr or Genesys.
• Proficiency in customer journey mapping and business process design.
• Experience defining AI use cases in a business context.

What we offer

• Competitive annual compensation between 55,000 € and 70,000 €.
• Multinational, collaborative work environment.
• Flexible work arrangements and comprehensive benefits.