Senior Consultant, Customer Experience Advisory

5 days ago

Menlo Park, California, United States Genesys Cloud Services, Inc. Full time
About Genesys Cloud Services, Inc.

Genesys Cloud Services, Inc. is a leading provider of customer experience solutions, empowering organizations to deliver exceptional experiences across every touchpoint. Our cloud-based platform enables businesses to orchestrate billions of customer interactions, driving loyalty and revenue growth.

Job Description

We are seeking a Senior Consultant, Customer Experience Advisory to join our team. As a key member of our CX Advisory and Transformation Consulting practice, you will play a pivotal role in helping our clients achieve their customer experience goals.

Key Responsibilities:
  • Ensure client success with Experience Index deliverables and all interactions in the consulting lifecycle
  • Assist with pre-sales and funnel management, including marketing strategies, lead tracking, and converting 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 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 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 master's 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
Benefits:
  • Market-competitive salary with an anticipated base compensation range of $99,000 - $194,300
  • 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

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