Principal Consultant

Principal Consultant   
Hybrid – Attached to our London office (SE1 1UN) 
Full Time, Permanent    
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.

As part of this you’ll:

• Strategic Leadership & Vision Setting: You'll be the primary driver of strategic direction for clients, translating their business challenges into compelling CX and digital transformation roadmaps. This involves conducting in-depth analyses, facilitating workshops, and developing a clear vision that aligns with their overarching objectives and market opportunities.
• Solution Design & Architecture: You'll be responsible for designing comprehensive, scalable, and sustainable CX and digital solutions. This includes defining requirements, designing intricate customer journeys, and recommending the optimal technology stacks (e.g., CRM, marketing automation, e-commerce platforms) that seamlessly integrate with existing client infrastructures.
• Client Relationship Management & Business Development: You'll cultivate and maintain strong, trusted relationships with our clients, acting as their go-to adviser. You'll actively identify, pursue, and win new consulting engagements, developing compelling proposals and presenting innovative solutions that drive long-term partnerships and business growth.
• Project Oversight & Quality Assurance: You'll provide essential oversight for all CX and digital transformation projects under your purview, ensuring they remain on track, within budget, and deliver high-quality, impactful results. This includes risk mitigation, complex problem-solving, and ensuring our team's work consistently meets the highest standards.
• Thought Leadership & Knowledge Sharing: As a recognised expert, you'll stay at the forefront of CX and digital trends, technologies, and best practices. You'll contribute to our firm's intellectual capital, mentor junior consultants, and elevate our brand through insightful contributions, both internally and in the broader industry.

What you’ll need to do the role:

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.

Why +impact:

• Meaningful and vital work: We are part of Serco, which enables us to apply our skills to make a real difference in people’s lives. We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers. 
• A world of opportunity: In addition to our thriving private and public sector client base, you’ll have the opportunity to create real change across all our sectors. 
• Great people: Our highly skilled team are committed to delivering great outcomes. We’re a diverse and close-knit group, hailing from a range of professional backgrounds, cultures, and continents. 
• Life at +impact: You will have the opportunity to work on a range of different projects that will sharpen your research and analytical skills. Life can be fast-paced, and it is likely that you could be working on multiple projects at once, but it is highly rewarding, and you will be exposed to a range of people with expertise you can learn and develop from.  

What we offer:

• Company car / £4200 cash alternative
• Private healthcare
• Bonus scheme of 10% on target and 20% exceeding targets
• Flexible working considered
• Pension – 6%
• Employee Assistance Programme
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion

We are a dedicated team of user experience researchers, UX designers, service designers, and transformation experts. In addition, our state-of-the-art research studios near London Bridge provide a contemporary environment which is not only fantastic for our clients but also offers a brilliant team working space.

Our recruitment process:

• Virtual call with a member of the SLT (30 mins) 
• In-person capability interview including a task, and a range of competency-based questions (2 hours) 

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.