BAND 2 / COMPETITIVE SALARY (DEPENDENT ON EXPERIENCE)

Our mission at +impact is to deliver world-class B2C and B2B customer insight and service design across the public and private sectors. As part of Serco, we help organisations put people at the heart of decision-making – from improving customer experiences to shaping meaningful solutions for citizens and businesses.
To help us do that, we’re looking for a Principal Consultant who brings not only expertise but energy – someone who is engaging, enthusiastic, and passionate about human-centred design.
You’ll lead clients through complex CX and digital transformation journeys, combining strategic insight with practical delivery. If you’re excited about shaping the future of customer experience and using innovation to drive real impact, we want to hear from you.
You’ll be confident with research methodologies and experienced in delivering human-centred services. Reporting to our Head of Experience, you’ll play a key role in delivering service design projects, winning work, and influencing senior stakeholders to drive meaningful change.

We’re seeking someone with a strong blend of strategic insight, hands-on delivery experience, and a passion for customer experience and digital transformation. Ideally, you’ll bring:

• Proven experience leading large-scale CX and digital initiatives.
• Deep understanding of CX principles and digital technologies.
• Strong problem-solving, communication, and client relationship skills.
• A track record of winning work and identifying new opportunities.
• Experience delivering clear insights and recommendations for physical or digital services.
• Confidence in creating and testing prototypes and using design and collaboration tools.
• Ability to manage multiple priorities in a fast-paced environment

Desirable experience:

• Certifications in Agile, PMP, ITIL, or cloud/CRM platforms (e.g. AWS, Salesforce).
• Sector experience in financial services, retail, healthcare, or the public sector.
• Familiarity with tools like Tableau or Power BI.
• Change management experience and driving digital adoption.
• Published thought leadership or speaking at industry events.
• Experience in a Big Four or top-tier digital consultancy

We’re seeking someone with a strong blend of strategic insight, hands-on delivery experience, and a passion for customer experience and digital transformation. Ideally, you’ll bring:

• Proven experience leading large-scale CX and digital initiatives.
• Deep understanding of CX principles and digital technologies.
• Strong problem-solving, communication, and client relationship skills.
• A track record of winning work and identifying new opportunities.
• Experience delivering clear insights and recommendations for physical or digital services.
• Confidence in creating and testing prototypes and using design and collaboration tools.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable experience:

• Certifications in Agile, PMP, ITIL, or cloud/CRM platforms (e.g. AWS, Salesforce).
• Sector experience in financial services, retail, healthcare, or the public sector.
• Familiarity with tools like Tableau or Power BI.
• Change management experience and driving digital adoption.
• Published thought leadership or speaking at industry events.
• Experience in a Big Four or top-tier digital consultancy.