Senior Cx Advisory Consultant

3 days ago


Randburg, Gauteng, South Africa Genesys Full time

Senior CX Advisory Consultant

Location: Johannesburg, South Africa

Time Type: Full time

Posted On: Posted 3 Days Ago

Job Requisition ID: JR

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 CX Advisory Senior 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 Responsibilities:

  1. Interface with key client stakeholders/executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
  2. Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI, and Contact Centre Operational teams.
  3. Analyze and review current business operations; facilitate and lead workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
  4. Collaborate with customer CX, EX, Digital, AI, and Contact Centre Operational teams to analyze and understand key customer requirements, document and prioritize them on a transformational roadmap.
  5. Interface between the business and technical teams and facilitate discussions to find ideal solutions to business problems.
  6. Support 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.
  7. Identify 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.
  8. Demonstrate ownership, dedication, and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholders.
  9. Contribute to the development of standardized CX Advisory offerings for use across the team.
  10. Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
  11. Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI, and Contact Centre Operational expertise within Genesys.
  12. Occasional travel might be required.

What will you bring?

  1. Proven excellence with customer-facing activities, leading workshops, building, and delivering excellent presentations.
  2. Excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level.
  3. Experience working as a Consultant in the CX, EX, Digital, AI, and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues.
  4. Experience with working on large scale projects and programs that deliver business change in the CX, EX, Digital, AI, and Contact Centre Operations.
  5. Awareness of industry standard change models such as Kotter's, ADKAR, Lewin's, etc.
  6. Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
  7. Able to provide guidance around CX, EX, Digital, AI, and Contact Centre Operational KPIs and business scorecard best practices.
  8. Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.
  9. Understanding of Agile concepts such as user stories, epics, product demos, sprint planning, and execution.
  10. Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.
  11. Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.
  12. Strong decision-making, leadership, and influencing skills.
  13. Language: English and Afrikaans at a professional level.

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 experiences at scale.

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 us.

Genesys is an equal opportunity employer committed to equity in the workplace.

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