Principal CX Advisory Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Collaborate with strategic clients to identify, evaluate, and prioritize customer experience (CX) challenges and opportunities across digital platforms and contact center operations.

• Assess business processes and suggest enhancements that improve customer journeys and overall business performance.

• Work alongside stakeholders to develop and implement CX transformation roadmaps that align with business strategies and technological capabilities.

• Create functional designs that convert business requirements into customer journey flows and operational setups.

• Spearhead and support change management and adoption initiatives, including strategies for communication, training, and coaching.

• Utilize analytics to evaluate adoption rates, operational efficiency, and CX outcomes, offering insights and recommendations for ongoing improvement.

• Establish trusted relationships with customer executives, partners, and internal teams at Genesys.

• Facilitate workshops, executive briefings, and strategic discussions.

• Identify and manage risks, dependencies, and lessons learned to ensure excellence in delivery and customer success.

⛳️ Requirements

• A Bachelor’s degree in Business, Technology, or a related field, or equivalent experience in CX consulting, digital transformation, or contact center operations.

• A minimum of 3+ years of experience working as a consultant in CX, Digital, Reporting & Analytics, or Contact Center Operations.

• Over 3 years of experience leading large-scale projects or programs that result in measurable business changes in CX, Digital, or Operational Transformation.

• In-depth knowledge of contact center operations, including KPIs/metrics, industry best practices, employee experience, and technology enablement.

• Demonstrated excellence in customer-facing roles, including leading workshops, delivering high-quality presentations, and effectively engaging with stakeholders up to the C-level.

• Exceptional communication skills with the ability to engage both business and technical audiences.

• Familiarity with Agile methodologies, including user stories, epics, product demos, sprint planning, and execution.

• Strong analytical and creative problem-solving abilities in complex customer environments.

• Experience with Genesys Cloud or other leading CX platforms is highly advantageous.

• Willingness to travel within the APAC region up to 30% of the time.

🏝️ Benefits

• Flexible ways of working.

• Access to mentorship, learning programs, leadership development, and educational support.

• Paid time off for volunteer activities.

• August Free Fridays.

• Resources to support well-being.

• Regionally tailored programs for employees and their families.