Principal CX Advisory Consultant

Accountabilities

• • Partner with strategic customers to identify, assess, and prioritize customer experience, digital transformation, and contact center opportunities.

  • Analyze business processes, customer journeys, and operational challenges to recommend improvements that support measurable business outcomes.

  • Develop CX transformation roadmaps that align business objectives, operational priorities, and technology capabilities.

  • Translate business requirements into functional designs, customer journey flows, and operational configurations.

  • Lead and support change management and adoption programs, including communication, training, and coaching initiatives.

  • Use analytics and performance metrics to assess adoption, operational efficiency, and CX outcomes, providing recommendations for continuous improvement.

  • Build trusted relationships with customer executives, partners, and internal stakeholders through workshops, executive briefings, presentations, and strategic engagements.

  • Identify and manage project risks, dependencies, and lessons learned while supporting consistent delivery quality and customer success.

  • Collaborate across business and technical teams to ensure transformation initiatives remain aligned with customer goals and implementation realities.

  Requirements

  • Bachelor’s degree in Business, Technology, or a related discipline, or equivalent professional experience in CX consulting, digital transformation, or contact center operations.

  • At least 3 years of consulting experience in customer experience, digital transformation, reporting and analytics, or contact center operations.

  • At least 3 years of experience leading large-scale projects or programs that deliver measurable business change.

  • Strong understanding of contact center operations, including KPIs, performance metrics, industry practices, employee experience, and technology enablement.

  • Proven experience in customer-facing consulting roles, including facilitating workshops, developing presentations, and engaging stakeholders at C-level.

  • Excellent written and verbal communication skills, with the ability to communicate effectively with both business and technical audiences.

  • Understanding of Agile methodologies, including user stories, epics, product demonstrations, sprint planning, and execution.

  • Strong analytical, strategic, and creative problem-solving abilities, particularly in complex customer environments.

  • Experience with Genesys Cloud or other leading customer experience platforms is highly desirable.

  • Strong stakeholder management and relationship-building skills, with the ability to influence and collaborate across diverse teams.

  • Willingness to travel within the APAC region for customer meetings and strategic engagements, potentially up to 30%.

  Benefits

  • Flexible work arrangements designed to support different ways of working.

  • Opportunities to work on AI-powered customer and employee experience technology at enterprise scale.

  • Mentorship, learning programs, leadership development, and education support.

  • Paid volunteer time and dedicated opportunities to recharge, including August Free Fridays.

  • Well-being resources and regionally tailored programs supporting employees and their families.

  • Opportunities to collaborate with global teams and develop expertise across CX strategy, digital transformation, analytics, and technology.

  • Customer-facing exposure and opportunities to contribute to strategic transformation initiatives.

  • Inclusive workplace culture focused on professional growth, collaboration, and meaningful impact.