Senior Principal CX Advisory Consultant

3 days ago

London, United Kingdom Genesys Full time

Join the team and create the future of customer experience together.
Senior Principal CX Advisory Consultant (Individual Contributor)
Location: London flexible office
Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy. You’ll lead complex transformation programs, advise on CX (customer experience) and EX (employee experience) best practices, and drive adoption of Genesys solutions that deliver measurable business outcomes.
Actively contribute to the development of consulting opportunities in the region.
Design and lead large, multi-workstream transformation programs in enterprise settings.
Diagnose business problems through interviews, data analysis, and operational assessments across CX, EX, Digital, AI, Sales, and Services.
Build and execute transformation, change management, business readiness and adoption plans,
Identify risks and issues early and work with the program team to drive mitigation plans.
Deliver high-quality consulting with clear ownership and trusted relationships.
Mentor internal teams to strengthen CX/EX/Digital/AI and Contact Centre expertise.
Travel occasionally as needed.
10+ years in CX/experience/consulting across multiple industries; Presence and gravitas in stakeholder management and delivery of large-scale business transformation.
~ Consulting experience across CX, EX, Digital, AI, and Sales/Services operations; Working knowledge of Agile concepts and tailoring governance for CX programs.
~ Strong analytical and creative problem-solving skills; Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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