Are you passionate about designing world-class customer journeys? Do you have the vision to redefine service processes in an AI-first world? Tata Consultancy Services (TCS) is looking for a talented Senior Business Consultant to join our team in Italy and play a crucial role in a major customer experience transformation.

This is a unique opportunity to work at the intersection of business strategy and cutting-edge technology. You will be instrumental in defining and designing omnichannel experiences and service processes, leveraging the Sprinklr platform to deliver intelligent, seamless customer interactions.

What You'll Do:
Be the Visionary: Lead stakeholder workshops to gather requirements and design end-to-end customer journeys across both voice and digital channels.
Drive AI Innovation: Define and shape innovative AI use cases, workflows, and service blueprints that will form the backbone of the new CX model.
Bridge Business and Technology: Act as the vital link between business stakeholders and our technical teams, translating business needs into detailed requirements,



user stories, and process maps (As-Is and To-Be).
Showcase the Future: Perform compelling demos and "Show and Tell" sessions to bring the new CX vision to life for business stakeholders.
Ensure Excellence: Support business users through UAT, validate solutions against CX KPIs, and ensure every requirement aligns perfectly with business outcomes, Customer 360, and AI-driven flows.

Qualifications and Requirements:
Deep expertise in the Telecom & Customer Experience (CX) domains.
At least 10 years of experience as Business Consultant in the Telco industry,
A strong background in CX transformation projects within the Telecommunications or Contact Center domain.
Expertise in customer journey mapping and business process design.
Exceptional stakeholder management and communication skills.
Knowledge of CX platforms like Sprinklr or Genesys.
Experience defining AI use cases in a business context.
Flue

📌 Senior Business Consultant (Roma)
🏢 Tata Consultancy Services
📍 Roma