Senior Delivery Consultant, VoC

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Oversee client engagements that prioritize experience design, measurement, and enhancement.

• Synthesize Voice of the Customer signals to derive insights.

• Recognize trends in customer experience and convert data insights into actionable business recommendations.

• Ensure clients meet their objectives for delivering exceptional, empathetic, and coordinated customer experiences.

• Collaborate with client stakeholders and Genesys specialists to align business priorities with CX goals.

• Analyze both quantitative and qualitative VoC signals, including surveys, speech and text analytics, quality programs, operational metrics, and contact center data.

• Facilitate listening sessions with account teams and client stakeholders.

• Record any incomplete, inconsistent, distributed, or non-standard data.

• Define the scope, timelines, and resources for engagements.

• Examine VoC signals, customer journey mapping, and business KPIs to uncover patterns, drivers, strengths, and points of friction in experiences.

• Convert VoC data, operational context, brand commitments, and business priorities into findings reflective of the current state.

• Compile and rank actionable recommendations based on their impact, effort, investment, and timelines for implementation.

• Validate hypotheses and suggestions with client stakeholders.

• Lead workshops across Customer Experience, Contact Center, Digital, Analytics, Technology, and other related functions.

• Identify potential for Genesys analytics, automation, AI, and experience orchestration capabilities.

• Assist customers in defining success metrics and establishing baselines.

• Manage engagements from initiation through to final delivery, overseeing scope, milestones, risks, decisions, and outcomes.

• Establish ownership, governance, closed-loop processes, and subsequent steps.

• Create executive-ready deliverables and convey complex findings in a manner that drives actionable business strategies.

• Develop and enhance VoC methodologies, playbooks, tools, and reusable delivery resources.

⛳️ Requirements

• Extensive experience in leading consulting engagements focused on customer experience, voice of the customer, and strategic transformations.

• Proven talent in designing for experience.

• In-depth understanding of Voice of the Customer practices, including signal design, feedback collection, insight generation, closed-loop processes, program governance, and facilitating data-driven business decision-making.

• Strong comprehension and application of CCaaS technology in experience design.

• Demonstrated capability to independently manage complex, end-to-end engagements from discovery through to executive recommendations and implementation.

• Proficient in influencing and building relationships with diverse internal and external stakeholders.

• Willingness to travel, with up to 33% travel required.

• Solid understanding of contact center management, including performance metrics, operational processes, and customer experience drivers.

• Exceptional skills in workshop facilitation, stakeholder management, and executive-level communication.

• Strong analytical and problem-solving abilities, especially when dealing with incomplete or ambiguous data.

• Capability to bring structure to complex and unclear challenges and identify a feasible way forward.

• Strong project management and engagement management skills, including scope, stakeholder, dependency, and risk management.

• Ability to effectively communicate across both business and technical audiences.

• Experience with Genesys Cloud and its customer experience functionalities.

• Familiarity with VoC survey platforms, customer feedback systems, BI/reporting tools, interaction analytics, and customer data platforms.

• Knowledge of AI applications for customer feedback analysis, insight generation, automation, and customer experience management.

• Consulting experience with large or complex enterprise organizations.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and work-from-home options.

• Opportunities for development and career advancement.

• Open Time Off policy.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, educational programs, leadership development, and support for further education.