Customer Care & AI Transformation Advisor - Telco Experience

Job Title: Customer Care & AI Transformation Advisor - Telco Experience
Location: London - 4 days per week onsite
Salary/Rate: £900-1100 per day INSIDE IR35
Start Date: 27/07/2026
Job Type: Contract role - 6 months

Company Introduction
We have an exciting opportunity now available with one of our sector-leading telecommunications clients! They are currently looking for an experienced Customer Care & AI Transformation Advisor to join their team for a six-month contract.

Job Responsibilities/Objectives

You will provide independent telecommunications customer care and AI expertise that helps the client assess market developments, evaluate opportunities and inform future customer service strategy.
We are seeking an experienced telecommunications customer care leader to support a strategic initiative exploring how emerging AI technologies can enhance customer experience, improve service effectiveness and identify opportunities to scale best practices.
This role is advisory in nature, designed to strengthen the programme's understanding of customer-care innovation, AI adoption and operational best practices.

• Bring practical experience of customer care innovation and transformation to inform strategic discussions and challenge assumptions.
• Share lessons learned from AI-enabled customer service programmes, drawing on direct operational experience.
• Evaluate practical applications of AI, automation and conversational technologies in customer service contexts.
• Provide independent, evidence-based challenge to vendor claims, market analysis and programme assumptions.
• Support the development of recommendations and strategic options through structured, fact-based analysis.
• Contribute to a clear understanding of opportunities, risks and dependencies to inform decision-making.
• Influence senior stakeholders through expertise and credibility rather than formal authority.
• Help leadership teams make well-informed decisions on AI adoption and customer care investment.
• Provide expert input to strategic discussions and programme deliverables throughout the engagement.
• Share operational best practices and practical perspectives on customer journey improvement and service transformation.

Required Skills/Experience
The ideal candidate will have the following:

Essential

• Director-level telecommunications customer care leadership experience.
• Deep understanding of customer service operations and customer journeys.
• Demonstrated experience with AI, automation, conversational AI or digital customer-service technologies.
• Experience leading or advising major customer service improvement programmes.
• Strong ability to influence senior stakeholders through expertise and credibility rather than formal authority.

Highly Desirable

• Telecommunications experience across cable, fixed, mobile or converged operators.
• Experience evaluating AI-enabled customer service solutions.
• Experience with customer experience improvement programmes.
• Experience working across multiple markets, business units or operating companies.
• Experience interacting with executive stakeholders and external partners.
• An experienced telecommunications customer-care leader with strong AI and customer-experience expertise, capable of influencing senior stakeholders, providing independent challenge and helping the client assess emerging opportunities through expertise, credibility and practical experience.

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.

Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.