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 c