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- Tasks: Lead transformation programs and advise on CX and EX best practices.
- Company: Join Genesys, a global leader in customer experience solutions.
- Benefits: Great perks, flexible work, and the chance to make a real impact.
- Why this job: Shape the future of customer experience with innovative AI-driven technologies.
- Qualifications: 10 years in CX consulting and strong stakeholder management skills required.
- Other info: Dynamic environment with opportunities for mentorship and thought leadership.
The predicted salary is between 72000 - 108000 £ 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.
Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy. You will 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.
What is the role about:
- Engage and influence executive stakeholders; secure sponsorship for AI Orchestration.
- 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.
- Plan and run executive workshops; produce a KPI-driven CX roadmap using the latest AI-powered experience orchestration capabilities.
- 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.
- Use qualitative/quantitative research and storytelling to inform decisions.
- Contribute to Genesys thought leadership (articles, webinars, events).
- Mentor internal teams to strengthen CX, EX, Digital, AI, and Contact Centre expertise.
- Travel occasionally as needed.
What will you bring:
- 10 years in CX/experience/consulting across multiple industries; 5 years leading teams or multi-workstream programs.
- Presence and gravitas in stakeholder management and delivery of large-scale business transformation.
- Excellence in customer-facing work: workshops facilitation and compelling presentations up to C-level.
- Consulting experience across CX, EX, Digital, AI, and Sales/Services operations; able to recommend practical solutions to business and operational challenges.
- Familiarity with change models (e.g. Kotter, ADKAR, Lewin) and hands-on experience with authoring change plans and executing key change initiatives.
- Skilled in Design Thinking and storytelling for collaborative workshops and impactful narratives.
- Ability to define and interpret business metrics and build effective operational scorecards.
- Working knowledge of Agile concepts and tailoring governance for CX programs.
- Strong analytical and creative problem-solving skills; able to align diverse viewpoints to decisions.
- Confident decision-maker with leadership and influencing skills.
- Passion for innovative AI-driven technologies in a global multicultural environment.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8000 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. You can expect a response within 24-48 hours.
Equal Opportunity:
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, colour, 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.
Senior Principal CX Advisory Consultant employer: Genesys
Contact Detail:
Genesys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Principal CX Advisory Consultant
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Genesys and its AI Orchestration platform. Understand their values and how they empower organisations. This will help you connect your experience with what they’re looking for.
✨Tip Number 3
Practice your storytelling skills! Be ready to share compelling examples of your past work, especially around CX and EX transformations. Show them how you’ve made an impact in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Genesys team.
We think you need these skills to ace Senior Principal CX Advisory Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Senior Principal CX Advisory Consultant role. Highlight your experience in CX, EX, and AI Orchestration to show us you’re the perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background makes you an ideal candidate for this position. Be genuine and let your personality come through.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements and outcomes. Use metrics where possible to demonstrate how you've driven business transformation and improved customer experiences. We love numbers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining the Genesys team!
How to prepare for a job interview at Genesys
✨Know Your CX and EX Inside Out
Before the interview, dive deep into customer experience (CX) and employee experience (EX) best practices. Familiarise yourself with Genesys' AI-powered solutions and how they can transform businesses. This knowledge will help you engage confidently with stakeholders and demonstrate your expertise.
✨Showcase Your Storytelling Skills
Prepare to share compelling narratives from your past experiences that highlight your problem-solving skills and successful transformations. Use storytelling techniques to illustrate how you've influenced change and driven adoption in previous roles, making sure to align your examples with the job requirements.
✨Prepare for Executive Engagement
Since you'll be engaging with executive stakeholders, practice articulating your ideas clearly and concisely. Prepare to discuss how you would secure sponsorship for AI orchestration and lead workshops. Think about potential questions they might ask and how you can address their concerns effectively.
✨Demonstrate Your Change Management Expertise
Brush up on change models like Kotter and ADKAR, and be ready to discuss how you've applied these frameworks in your previous roles. Highlight your experience in authoring change plans and executing initiatives, as this will show your capability to manage transformation programmes successfully.
