CX Design Consultant

Insite Managed Solutions•Cape Coral, FL

2d•Onsite

About The Position

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Curious ? Join the Insite Journey ! F ull-Time, In Office, 1336 SE 47th Street Cape Coral, 33904. Candidates must currently reside within a 20-mile radius or are willing to relocate with a provided relocation package, Up to 50% Travel Why join Insite? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). We also offer rotating employee events and activities, Hawaiian Fridays, and employee celebrations ! Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together! As a CX Design Consultant, you will serve as a trusted operational authority for our clients, leveraging deep contact center leadership experience to drive measurable performance improvements across people, processes, technology, and finance. You will be expected to bring hands-on expertise from having led complex contact center environments, owned P&L, and partnered with senior client stakeholders to translate business goals into executable operational strategies. This role is not theoretical. It requires credibility earned through years of operational ownership. You will operate as both a strategic advisor and an execution-minded consultant, leading high-impact engagements that improve client outcomes while strengthening long-term partnerships.

Requirements

10+ years of progressive BPO leadership experience
Demonstrated ownership of contact center operations, including P&L responsibility
Hands-on experience across multiple operational functions such as training, workforce management, quality, and performance analytics
Experience supporting or leading multi-LOB, multi-client, or multi-site operations
Strong background in client services, account leadership, or senior-level client partnership roles
Proven ability to translate data and analytics into clear operational and financial recommendations
Experience presenting to and collaborating with senior and executive-level client leaders
Proficiency with contact center platforms, ecosystems, and technologies
Advanced proficiency in Excel and PowerPoint, including analytical modeling and executive ready presentations

Nice To Haves

Lean, Six Sigma, or similar process improvement certification or applied experience
Experience improving or implementing financial systems and automation tools
Strong grounding in workforce planning, forecasting, and capacity modeling
Background in large-scale operational transformation or turnaround environments

Responsibilities

Lead comprehensive operational assessments across multi-LOB contact center environments, including training, WFM, QA, technology, and performance management
Serve as a senior advisor to client executives, building trusted relationships through data-driven insights and operational credibility
Translate client business objectives into actionable operating models, KPIs, and improvement roadmaps
Analyze financial and operational performance, including labor models, productivity, shrinkage, margin drivers, and P&L levers
Design and facilitate executive-level readouts, QBRs, and strategic planning sessions
Partner closely with client services and internal delivery teams to ensure recommendations are executable and sustainable
Identify risks, performance gaps, and operational constraints early, and lead resolution with urgency and ownership
Support engagement setup, scope definition, and delivery execution across multiple concurrent client initiatives
Drive a culture of continuous improvement grounded in data, operational rigor, and measurable results