Principal CX Advisory Consultant
Core
Help strategic customers transform customer experience, digital operations, and contact center environments by connecting business strategy with technology capabilities.
Role type
Principal CX Advisory Consultant
Builds
CX transformation plans, roadmaps, and adoption initiatives for enterprise clients
Domain
Customer Experience / Digital Transformation / Contact Center Operations
Required skills
CX strategy, digital transformation, contact center operations, change management, stakeholder engagement, project management, analytics, business process analysis, workshop facilitation, C-level communication
Preferred skills
Genesys Cloud, Agile methodologies, AI-powered CX technology
Technologies
Genesys Cloud, Agile tools
Responsibilities
Partner with strategic customers to identify and prioritize CX and digital transformation opportunities; Analyze business processes and customer journeys to recommend improvements; Develop CX transformation roadmaps aligning business objectives with technology; Translate requirements into functional designs and journey flows; Lead change management and adoption programs; Use analytics to assess operational efficiency and CX outcomes; Build trusted relationships with customer executives through workshops and briefings; Manage project risks and dependencies; Collaborate across business and technical teams to ensure alignment.
Seniority
Principal, hands-on IC with strategic leadership
