Principal CX Advisory & Transformation Lead

8460 Philippines - Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Volunteer time

August Free Fridays

Regionally tailored programs

Job summary

Genesys is seeking a Principal CX Advisory Consultant to guide strategic customers across APAC in aligning CX strategy with digital transformation. You will collaborate with executives, operations teams, and Genesys stakeholders to design and sustain world-class customer experiences.

This role combines business consulting, CX strategy, and change management to deliver measurable outcomes. Responsibilities include leading CX roadmaps, partnering with stakeholders, and driving adoption through

Qualifications

• Bachelor's degree in Business, Technology, or equivalent CX consulting experience.
• Minimum 3+ years as a consultant in CX, Digital, Analytics or Contact Center Ops.
• Experience leading large-scale CX, Digital or Operational transformation programs.
• Strong knowledge of contact center KPIs, best practices and tech enablement.

Responsibilities

• Partner with strategic customers to identify CX challenges and opportunities.
• Analyze processes and recommend improvements for journeys and performance.
• Create CX transformation roadmaps aligned with business strategy and tech.
• Develop functional designs translating requirements into journey flows.
• Lead change management, training and coaching for adoption.
• Use analytics to measure adoption, efficiency and CX outcomes.
• Build executive relationships and lead workshops with stakeholders.

Skills

CX advisory

Digital transformation

Stakeholder engagement

Agile methodologies

Workshop facilitation

Education

Bachelor's degree in Business/Technology

Tools

Genesys Cloud

Job description

Genesys is seeking a Principal CX Advisory Consultant to guide strategic customers across APAC in aligning CX strategy with digital transformation. You will collaborate with executives, operations teams, and Genesys stakeholders to design and sustain world-class customer experiences.

This role combines business consulting, CX strategy, and change management to deliver measurable outcomes. Responsibilities include leading CX roadmaps, partnering with stakeholders, and driving adoption through