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.

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 functional specifications, user stories and As‑Is/To‑Be process maps.
• 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 telecommunications sector.
• Proven track record in CX transformation projects for telco or contact‑center environments.
• Strong stakeholder management and communication skills in both Italian and English.
• Deep understanding of telecom and CX domains, including journey mapping and process design.

Required skills

• Hands‑on experience with Sprinklr platform.
• Familiarity with Genesys or similar CX platforms.

What we offer

• Competitive annual compensation between 55,000 € and 70,000 €.
• Multinational work environment with flexible working arrangements.
• Opportunities for professional growth on a high‑profile transformation program.