Consultant - Digital Transformation - MBB Consulting Firm - Contractual

Consultant (Digital Transformation) - MBB Consulting firm - Contractual

At Outsized, we match clients in financial services and management consulting to high-quality independent consultants and boutique/specialist firms for the execution of their key projects

Our client, a global consulting firm is engaged with a leading financial institution to embark on a large-scale digital transformation program to modernize its operating model and customer engagement channels. A core component of this initiative is the revamp of its contact centre, which aims to significantly enhance customer experience, streamline service delivery, and integrate digital-first solutions.

The client is seeking a consultant to join this live project and contribute to shaping and executing transformation modules across the contact centre and adjacent digital initiatives. The consultant will work closely with business leaders and cross-functional teams, providing both strategic insights and hands-on execution support to drive measurable impact in customer engagement and process efficiency.

Key Responsibilities:

- Partner with client stakeholders to define and implement the future-state contact centre model and related digital transformation streams

- Conduct diagnostic assessments to identify key improvement opportunities across customer touchpoints

- Develop and support execution of transformation roadmaps, including process redesign, digital tool adoption, and performance measurement framework

- Collaborate with cross-functional teams (operations, technology, and CX) to ensure seamless delivery of project milestones

- Provide structured recommendations, facilitate workshops, and track progress against defined objectives

- Support change management initiatives and ensure alignment with overall program goals

Your Background:

- 3-6 years of experience in consulting, with exposure to financial institutions or digital transformation projects preferred

- Strong problem-solving, project management, and stakeholder management capabilities

- Prior experience in contact centre strategy, customer journey design, or digital adoption initiatives is an advantage

- MBA or undergraduate degree from a pedigreed institution

- Excellent communication and analytical skills with the ability to work collaboratively in client-facing environments

This is 12-month contractual opportunity in Kolkata, with potential for extension depending on project needs