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. 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.
Senior Principal CX Advisory Consultant (Individual Contributor)
Location: London flexible office
Summary of the Position
Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy. You’ll lead complex transformation programs, advise on CX (customer experience) and EX (employee experience) best practices, and drive adoption of Genesys solutions that deliver measurable business outcomes.
What is the role about?
Engage and influence executive stakeholders; secure sponsorship for AI Orchestration.
Actively contribute to the development of consulting opportunities in the region.
Design and lead large, multi-workstream transformation programs in enterprise settings.
Diagnose business problems through interviews, data analysis, and operational assessments across CX, EX, Digital, AI, Sales, and Services.
Plan and run executive workshops; produce a KPI-driven CX roadmap using the latest AI-powered experience orchestration capabilities.
Build and execute transformation, change management, business readiness and adoption plans,
Identify risks and issues early and work with the program team to drive mitigation plans.
Deliver high-quality consulting with clear ownership and trusted relationships.
Use qualitative/quantitative research and storytelling to inform decisions.
Contribute to Genesys thought leadership (articles, webinars, events).
Mentor internal teams to strengthen CX/EX/Digital/AI and Contact Centre expertise.
Travel occasionally as needed.
What will you bring?
10+ years in CX/experience/consulting across multiple industries; 5+ years leading teams or multi-workstream programs.
Presence and gravitas in stakeholder management and delivery of large-scale business transformation.
Excellence in customer-facing work: workshops, facilitation, and compelling presentations up to C-level.
Consulting experience across CX, EX, Digital, AI, and Sales/Services operations; able to recommend practical solutions to business and operational challenges.
Familiarity with change models (e.g., Kotter, ADKAR, Lewin) and hands-on experience with authoring change plans and executing key change initiatives.
Skilled in Design Thinking and storytelling for collaborative workshops and impactful narratives.
Ability to define and interpret business metrics and build effective operational scorecards.
Working knowledge of Agile concepts and tailoring governance for CX programs.
Strong analytical and creative problem-solving skills; able to align diverse viewpoints to decisions.
Confident decision-maker with leadership and influencing skills.
Passion for innovative, AI-driven technologies in a global, multicultural environment.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
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 www.genesys.com.
Reasonable Accommodations:
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Genesys 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.
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