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.