Senior Principal CX Advisory Consultant

Senior Principal CX Advisory Consultant* Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Services & Sales operational teams.* Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.* Collaborates with customer CX, EX, Digital, AI and Services & Sales Operational teams to analyse and understand key customer requirements, document and prioritize them on a transformational roadmap* Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.* Supports 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.* Identifies key CX, EX, Digital, AI, Services & Sales Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program* Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholders.* Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations.* Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level.* Experience working as a Consultant in the CX, EX, Digital, AI, and Services & Sales Operational areas and able to advise on appropriate solutions to customer business and operational issues.* Must have experience with working on large scale projects and programs that deliver business change in the CX, EX, Digital, AI and Services & Sales Operations.* Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc).* Experienced with Design Thinking concepts and methodology for driving collaborative workshops.* Able to provide guidance around business metrics in various industries and operational business scorecard best practice.* Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.* Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution.* Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.* Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.* Strong decision making, leadership and influencing skills.* English and German language at professional level### Join our Talent Community.Genesys empowers more than 8,000 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. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit is an equal opportunity employer committed to fairness 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 and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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