Strategic CX Transformation Consultant
3 days ago
About the Role:
We are seeking a highly skilled Senior CX Advisory Consultant to join our team at Genesys.
The ideal candidate will have a proven track record of delivering customer-centric solutions and driving business growth through strategic CX transformations.
This is an exciting opportunity to work with leading organizations across the globe, leveraging our AI-powered Experience Orchestration platform to create empathetic, personalized experiences at scale.
Key Responsibilities:
- Interface with key client stakeholders/executives to shape their CCaaS transformation program and executive sponsorship.
- Analyze current business operations, identify areas for improvement, and lead workshops to determine and implement business process enhancements.
- Collaborate with customer teams to analyze and understand key customer requirements, document and prioritize them on a transformational roadmap.
- Support business and technical teams to find ideal solutions to business problems, and facilitate discussions to drive consensus.
- Develop and lead actionable change management plans, including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.
- Demonstrate ownership and dedication to high-quality consulting engagements by building strong relationships with internal and external stakeholders.
- Contribute to the development of standardized CX Advisory offerings and support Genesys thought leadership initiatives.
- Provide mentorship, guidance, and training to internal teams to develop CX, EX, Digital, AI, and Contact Centre Operational expertise.
Requirements:
- Proven excellence in customer-facing activities, leading workshops, and delivering presentations.
- Excellent communication skills to communicate with both business and technical teams up to C-level.
- Experience working as a Consultant in CX, EX, Digital, AI, and Contact Centre Operational areas, advising on appropriate solutions to customer business and operational issues.
- Experience working on large-scale projects and programs that deliver business change in CX, EX, Digital, AI, and Contact Centre Operations.
- Awareness of industry-standard change models such as Kotter's, ADKAR, Lewin's, etc.
- Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
- Ability to provide guidance around CX, EX, Digital, AI, and Contact Centre Operational KPIs and business scorecard best practices.
- Experience implementing key change initiatives or working as a Change Consultant in an advisory capacity.
- Understanding of Agile concepts such as user stories, epics, product demos, sprint planning, and execution.
- Extensive analytical and creative skills in complex environments.
- Innovative approach, considering different perspectives and leading divergent opinion to consensus.
- Strong decision-making, leadership, and influencing skills.
- Language: English and Afrikaans at a professional level.
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