Lead CX Transformation & Advisory (APAC)

Genesys-; Manila; Hybrid; PHP 7,514,000 - 10,019,000; Full time

Benefits offered by this job

Hybrid work model

Education support

Volunteer time

Job summary

Genesys is seeking a Principal CX Advisory Consultant to support strategic customers across the APAC region. You will bridge CX strategy with transformation initiatives, guiding adoption of Genesys solutions and delivering measurable business outcomes.

You will partner with executives and operations teams to design CX roadmaps, lead workshops, and manage adoption programs while travel up to 30% across APAC and operate in a hybrid work setup.

Qualifications

• Bachelor’s degree in Business, Technology, or a related discipline, or equivalent experience in CX consulting, digital transformation, or contact center operations.
• 3+ years’ experience as a CX, Digital, Reporting & Analytics, or Contact Center Operations consultant, delivering measurable business change.
• Strong knowledge of contact center operations KPIs, best practices, employee experience, and technology enablement.
• Excellent communication skills with the ability to engage both business and technical audiences.
• Understanding of Agile methodologies and experience with user stories, sprints, and product demos.

Responsibilities

• Partner with strategic customers to identify, assess, and prioritize CX challenges and opportunities across CX, digital, and contact center operations.
• Analyze business processes and recommend improvements that enhance customer journeys and business performance.
• Develop CX transformation roadmaps aligned with business strategy and technology capabilities.
• Lead change management and adoption programs, including communication, training, and coaching strategies.
• Leverage analytics to measure adoption, operational efficiency, and CX outcomes, providing insights for continuous improvement.
• Build strong relationships with customer executives, partners, and internal Genesys teams; lead workshops and executive briefings.

Skills

CX consulting

Digital transformation

Stakeholder management

Agile

Workshop facilitation

Education

Bachelor's degree in Business/Technology

Tools

Genesys Cloud

Job description

Genesys is seeking a Principal CX Advisory Consultant to support strategic customers across the APAC region. You will bridge CX strategy with transformation initiatives, guiding adoption of Genesys solutions and delivering measurable business outcomes.

You will partner with executives and operations teams to design CX roadmaps, lead workshops, and manage adoption programs while travel up to 30% across APAC and operate in a hybrid work setup.