Principal CX Advisory Consultant in London

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Principal CX Advisory team at Genesys collaborates closely with both our customers and internal stakeholders to shape and execute the Digital and AI strategy that underpins successful CCaaS transformation initiatives.

As a Principal CX Advisory Consultant, you will deliver high-impact consulting services across strategic and structural CX and EX domains, playing a pivotal role in guiding our customers through their transformation journeys. This includes championing best practices in CX, EX, Digital, and AI, while leading the organizational change process to ensure seamless adoption of Genesys solutions that drive measurable business outcomes.

Success in this role requires strong business consulting acumen, advanced analytical capabilities, and a passion for crafting exceptional customer experiences through the latest innovations in AI-powered experience orchestration.

We’re seeking a candidate who thrives in a global, multicultural environment and is energized by working with cutting-edge software technologies. This is an individual contributor position with significant strategic influence.

• Interface with key client stakeholders/executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
• Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Contact Centre Operational teams.
• Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
• Collaborates with customer CX, EX, Digital, AI and Contact Centre Operational teams to analyse and understand key customer requirements, document and prioritize them on a transformational roadmap to create an Evolution plan for Genesys solutions.
• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.
• Should be able to compare operational KPIs (AHT, Churn, NPS, AWT, etc.) before and after a Genesys implementation.
• Supports the relevant stakeholders to develop and lead actionable and targeted change management plans – including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.
• Identifies key CX, EX, Digital, AI, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program.
• Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholders.
• Contribute to the development of standardized CX Advisory offerings for use across the team.
• Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
• Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI and Contact Centre Operational expertise within Genesys.
• Occasional travel might be required.
• Demonstrated excellence in customer-facing engagements, including leading workshops, crafting compelling presentations, and delivering them with impact.
• Exceptional communication skills with the ability to engage confidently across both business and technical audiences, including executive-level stakeholders.
• Proven consulting experience in CX, EX, Digital, AI, and Contact Centre Operations, with the ability to recommend tailored solutions to complex business and operational challenges.
• Track record of contributing to large-scale transformation programs that drive meaningful change across customer experience and operational domains.
• Familiarity with recognized change management frameworks such as Kotter’s, ADKAR, and Lewin’s models.
• Skilled in applying Design Thinking methodologies to facilitate collaborative and outcome-driven workshops.
• Capable of advising on CX, EX, Digital, AI, and Contact Centre KPIs, and guiding best practices for business scorecard development.
• Deep understanding of change management principles, with the ability to design and implement comprehensive change programs.
• Experience leading key change initiatives or serving in an advisory role as a Change Consultant.
• Working knowledge of Agile methodologies, including user stories, epics, sprint planning, product demos, and iterative execution.
• Strong analytical and creative problem-solving abilities, with adaptability in navigating complex environments.
• Innovative mindset with the ability to explore diverse perspectives and guide teams toward consensus.
• Demonstrated leadership, decision-making, and influencing capabilities.
• Fluency in English is essential.