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- Tasks: Lead CX transformation programs and guide clients through digital and AI strategies.
- Company: Genesys empowers businesses to enhance customer experiences with innovative AI solutions.
- Benefits: Enjoy a collaborative culture, mentorship opportunities, and potential for remote work.
- Why this job: Join a team that values empathy and innovation while making a real impact on customer experience.
- Qualifications: Experience in CX consulting, excellent communication skills, and familiarity with change management models required.
- Other info: Occasional travel may be necessary; contribute to thought leadership through articles and events.
The predicted salary is between 48000 - 72000 £ per year.
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. Join the team and create the future of customer experience together.
The CX Advisory team at Genesys partners with our customers and internal Genesys teams to drive the Digital and AI strategy that is essential in any CCaaS transformation program. The Principal CX Advisory Consultant will provide consulting and advisory services across strategic and structural CX and EX topics and drive the success of our customers’ transformation programs. Key activities include guiding CX, EX, Digital, and AI best practices and managing the organizational change process for a successful adoption of the Genesys solutions that positively impacts the business outcomes.
What is the role about?
- 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.
- 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.
- Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.
- Supports the relevant stakeholders to develop and lead actionable and targeted change management plans.
- Identifies key CX, EX, Digital, AI, Contact Centre Operations and OCM (Organizational Change Management) issues 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.
What will you bring?
- Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations.
- Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level.
- Experience working as a Consultant in the CX, EX, Digital, AI, and Contact Centre Operational areas.
- Must have experience with working on large scale projects and programs that deliver business change in the CX, EX, Digital, AI and Contact Centre Operations.
- Awareness of industry standard change models such as Kotters, ADKAR, Lewins.
- Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
- Able to provide guidance around CX, EX, Digital, AI and Contact Centre Operational KPIs and business scorecard best practice.
- Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.
- Have an understanding of Agile concepts such as user stories, epics, product demos, sprint planning and execution.
- Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.
- Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.
- Strong decision making, leadership and influencing skills.
Principal CX Advisory Consultant employer: Genesys
Contact Detail:
Genesys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal CX Advisory Consultant
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and employee experience (EX). Understanding the current landscape will help you engage in meaningful conversations with potential employers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the CX and EX fields. Attend industry events, webinars, or local meetups to connect with others who work in similar roles. This can lead to valuable insights and potentially even referrals for job openings.
✨Tip Number 3
Prepare to discuss specific case studies or examples from your past experiences that showcase your ability to drive transformation in CX and EX. Being able to articulate your successes will set you apart from other candidates.
✨Tip Number 4
Stay updated on Genesys' products and services, especially their AI-powered Experience Orchestration platform. Showing that you have a deep understanding of their offerings will demonstrate your genuine interest in the role and the company.
We think you need these skills to ace Principal CX Advisory Consultant
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Principal CX Advisory Consultant position. Make sure you understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer-facing roles, particularly in CX, EX, Digital, and AI. Provide specific examples of projects where you've led workshops or implemented change initiatives.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to communicate with both business and technical teams. Use clear and concise language, and consider including examples of successful presentations or stakeholder engagements.
Demonstrate Analytical and Creative Thinking: Include instances in your application where you've used analytical skills to solve complex problems or where you've applied innovative thinking. This could be through case studies or specific achievements that align with the role's requirements.
How to prepare for a job interview at Genesys
✨Showcase Your Consulting Experience
Make sure to highlight your previous consulting roles, especially those related to CX, EX, Digital, and AI. Be prepared to discuss specific projects where you led workshops or influenced stakeholders, as this will demonstrate your capability in handling similar responsibilities at Genesys.
✨Communicate Effectively with Diverse Teams
Since the role requires interfacing with both business and technical teams, practice articulating complex ideas in a simple manner. Use examples from your past experiences to show how you've successfully communicated with C-level executives and technical staff alike.
✨Demonstrate Change Management Knowledge
Familiarise yourself with industry-standard change models like Kotter's and ADKAR. Be ready to discuss how you've applied these models in previous roles to manage organisational change effectively, as this is crucial for the transformation programs at Genesys.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your analytical and problem-solving skills. Think of examples where you've had to analyse business operations and implement improvements, as well as how you facilitated discussions to reach consensus among diverse stakeholders.
