Senior Consultant, Customer Experience Advisory & Transformation (CXAT)

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Company Description

At Genesys, we stand as the undisputed leader in omni-channel and cloud contact center software. Our transition to a SaaS model drives our growth and offers unique opportunities for our team. Despite being a global entity, we maintain the agility and spirit of a startup.  Part of that start-up mindset is to expertly care for our customers before, during, and after a transformation.  Our professional services team is expertly designed to do just that.

Job Description

Core to our vision around Experience as a Service is building trust with and providing guidance to our customer and partners, and as a Senior Insights Consultant, you will be at the forefront. Joining the CX Advisory and Transformation Consulting practice, the Senior Insights Consultant plays a pivotal role on the in aiding Genesys customers with their experience transformation.  Most of the time our clients are pulling in Genesys as one piece into a broader transformation. Our CXAT team helps both our clients and Genesys colleagues see the bigger picture of their goals outside of just our Genesys software products. We offer expert levels of professional services to Genesys clients for: Cloud Migration, Digital Transformation, Value Realization, Operational Improvements, Customer & Employee Experience, and Change Management.  Ultimately, we help clients accelerate speed-to-value, increase innovation capabilities, and drive platform adoption.

In the beginning, this position specifically targets managing the client and deliverable lifecycle of the Genesys Experience IndexÔ service line.   Each Genesys client relies on our team to benchmark the experience of either customers or employees relating to the contact center using our vast body of research/tools. From there we provide thoughtful insights, well-polished dashboards, a prioritized roadmap, and ultimately positively impact CX & EX results.  The whole cycle can take anywhere from 8-12 weeks per engagement and there are often multiple engagements to manage at once. Communication with the client is usually at the executive levels and requires “read-the-room” experts to carefully deliver the benchmark results and recommendations.  Ultimately the goal for this position is to deepen the trust within the relationship with our clients and Experience Index just happens to be a gateway to true understanding of the client’s situation/environment. 

Over time the CXAT team will be launching new services, and this Senior Insights Consultant will have a crucial role in the design and delivery of beyond Experience Index.  This position becomes a coach to several players running engagements with our clients as each delivery becomes more templated.  We see growth opportunity in allowing all our Senior Consultants to cross-deliver into new territory while sharpening their skills.

Key Responsibilities:

• Ensure client success with Experience IndexÔ deliverables and all interactions in the consulting lifecycle
• Assist with pre-sales and funnel management which would include marketing strategies, booth management, lead tracking, lead pitching, and converting an ongoing (and growing) set of prospects. 
• Work with new and existing customers to understand and address their business challenges
• Support development of repeatable CX advisory, transformation, and analytics solutions
• Partner with Genesys teams such as product, sales, etc. to drive compelling value propositions and expand our offerings
• Become a subject matter expert in CX Advisory and Transformation, focusing on strategic initiatives and operational excellence in contact center and experience transformation
• Act as a primary point of contact and trusted advisor on customer experience goals, strategies, and KPIs for your clients
• Help customers pinpoint strategic capabilities essential for maintaining a competitive edge through top-tier customer experience.
• Work alongside your Genesys Customer Success and Professional Service colleagues to ensure program excellence for customers
• Conduct design thinking workshops with customers to define transformation solutions and roadmaps
• Analyze data and provide strategic recommendations to customer executives
• Build robust relationships with customers and partners at all levels, including technical, business, and executive
• Participate actively in the Genesys community

Qualifications:

• A bachelor’s degree (STEM or business focus preferred); relevant masters is a bonus
• 6+ years of relevant experience within sizable and/or complex organizations, preferably in business consulting, voice of customer, insights, research, value consulting, customer success, or an analytical role
• Strong ability to engage with business leaders to drive transformation.
• Excellent quantitative and business modeling skills; adept at presenting and communicating insights and recommendations for value discovery, design, delivery, and realization.
• Advanced analytical skills with proficiency in organizing and analyzing significant data, ensuring detail accuracy.
• Capacity to independently manage multiple projects with strict deadlines effectively.
• Self-motivated, creative, and high-energy individual with the ability to work independently and as part of a diverse team.
• Ability to use data and insights to create and deliver a meaningful story for their audience, ranging from customer stakeholders to internal leadership.
• Growth mindset with a focus on continuous self-development, knowledge acquisition, skillset expansion, and experience broadening.
• Advanced proficiency in MS Excel and MS PowerPoint.
• Moderate travel may be required.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

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 HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.