Principal CX Advisory Consultant
J
JobgetherCustomer Experience
IndiaFull-TimePrincipal
Salary not disclosed
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Job Details
- Experience
- At least 3 years of consulting experience; at least 3 years of experience leading large-scale projects
- Required Skills
- Project ManagementAgile methodologiesStakeholder managementData analytics
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%.
Responsibilities
- 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.
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