Senior Consultant, CX Advisory

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.

Core to our vision around Experience as a Service is building rust with and providing guidance to our customer and partners, and as a Principal Transformation Consultant, you will be at the forefront.

Joining the CX Advisory and Transformation Consulting practice, the Lead Transformation Consultant plays a pivotal role in aiding Genesys customers with their experience transformation around their CCaaS journey. This position serves as a key advisor, helping customers and project teams set goals and develop strategies for effective Contact Center and CX Transformation. Collaborating closely with the Genesys Customer Success and Professional Service consultants, the Lead Transformation Consultant will devise strategies for our accounts and products, offer insights for enhancing omni-channel customer experiences, and provide guidance on Contact Center transformations. A deep understanding of Contact Center performance metrics, CX transformation KPIs, and improvement frameworks across various industries is essential for offering meaningful advice to our clients.

Central to our ethos of Experience as a Service is building trust and offering informed guidance to our customers and partners. As a Lead Transformation Consultant, you will play a significant role in realizing this vision.

Key Responsibilities:

• Guide projects and programs focusing on strategic initiatives and operational excellence in Contact Center and Experience Transformation.
• Offer insights and thought leadership to Genesys customers to improve customer experiences.
• Serve as an expert on Experience Transformation goals, strategies, and KPIs.
• Collaborate directly with Genesys customers to address their key business concerns.
• Help customers pinpoint strategic capabilities essential for maintaining a competitive edge through top-tier customer experience.
• Work alongside your Genesys Customer Success and Professional Service colleagues to ensure program excellence for customers.
• Conduct design thinking workshops with customers to define transformation solutions and roadmaps.
• Analyze data and provide strategic recommendations to customer executives.
• Promote the 4 pillars of success including IVR Containment, Digital Containment, Journey Management, and Customer Readiness for Genesys.
• Act as a continuous point of contact and trusted advisor for clients.
• Build robust relationships with customers and partners at all levels, including technical, business, and executive.
• Participate actively in the Genesys community

Qualifications:

• 5+ years of relevant experience, preferably in business consulting, value consulting, customer success, or an analytical role.
• Strong ability to engage with business leaders to drive transformation.
• Background in management consulting, advising clients on transformation programs within sizable and/or complex organizations.
• Excellent quantitative and business modeling skills; adept at presenting and communicating insights and recommendations for value discovery, design, delivery, and realization.
• Advanced analytical skills with proficiency in organizing and analyzing significant data, ensuring detail accuracy.
• Capacity to independently manage multiple projects with strict deadlines effectively.
• Self-motivated, creative, and high-energy individual with the ability to work independently and as part of a diverse team.
• Growth mindset with a focus on continuous self-development, knowledge acquisition, skillset expansion, and experience broadening.
• Advanced proficiency in MS Excel and MS PowerPoint.
• Moderate travel may be required.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link:https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. 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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.