Senior CX Consultant

Probe CX; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Annual merit increase

Performance-based incentives

Day 1 HMO + 2 dependents

Leave credits

Group Life Insurance

Free mental health consultations

Gym membership discounts

Job summary

Probe CX is hiring our first on‑the‑ground Senior CX Consultant in Manila to bridge Operations and Digital teams, guiding strategy for major campaigns and shaping future‑state CX solutions. You will work with Australian enterprise clients on a standard day shift, leveraging AI, automated quality management, and cloud CX platforms to drive profitability and customer experience.

Open to CX consultants or professionals stepping up from strategy or analytical roles, with strong EQ, data literacy,

Qualifications

• Operational context across contact centres, BPOs, or enterprise service delivery.
• Ability to analyse operational metrics and articulate commercial value.
• Confidently advise senior leaders with a collaborative approach.
• Proactive, organized, and able to map complex customer journeys.

Responsibilities

• Guide strategy for four major campaigns, identify friction points, design future‑state solutions.
• Conduct current‑state assessments and derive actionable insights.
• Partner with Operations and Digital teams to deploy tools and improve profitability.
• Lead client strategy presentations and rollout of AI and automation initiatives.

Skills

Operational Context

Data & Commercial Literacy

Stakeholder Management & EQ

Hands-On Attitude

Tools

Genesys Cloud

Amazon Connect

Job description

Are you a high-performing CX professional, Strategy Lead, or Analyst looking to step into a highly strategic, autonomous consulting role? Whether you are coming from a professional services firm, a technology consultancy, or an operational background, this position offers the opportunity to directly influence and optimise enterprise businesses.

About The Role

Probe CX is making a significant investment in digital transformation, and our Digital Consulting Team is at the forefront of this evolution. We are looking for our first on-the-ground Senior CX Consultant in Manila to serve as the critical bridge between our Operations and Digital teams. We are highly open to ambitious candidates looking for a stretch opportunity—professionals with the right consultative mindset, EQ, and data literacy who want to expand their expertise into digital transformation. You will gain hands‑on exposure to next‑generation AI, automated quality management, and cloud CX platforms, positioning yourself as a trusted advisor to our global clients.

What You’ll Be Doing

You will guide the strategy for four of our major campaigns, identifying friction points and designing future‑state solutions. Your day‑to‑day will involve:

• Discovery & Deep Dives: Conducting current‑state assessments (e.g., discovering exactly why a campaign suffers from low first‑call resolution) and using data to pull out actionable insights.
• Driving Margin & Efficiency: Partnering with Operations and Digital teams to deploy new tools, streamline workflows, and ultimately improve the financial profitability of our accounts.
• Leading Client Strategy: Building compelling digital roadmaps and presenting them to existing enterprise clients to showcase how our AI and automation tools will elevate their business.
• Implementing Next‑Gen Tech: Supporting the rollout of conversational AI, automated quality management, and cutting‑edge knowledge management platforms.

What You Bring To The Table

We are open to traditional CX consultants as well as professionals stepping up from strategy or advanced analytical roles. You should bring:

• Operational Context: A solid understanding of operational dynamics, ideally with exposure to contact centres, BPO environments, or enterprise service delivery.
• Data & Commercial Literacy: The ability to analyse operational metrics, spot inefficiencies, and clearly explain the commercial value of your proposed solutions.
• Stakeholder Management & EQ: The ability to confidently advise and appropriately challenge senior leaders, balancing assertiveness with a highly collaborative and constructive approach.
• A Hands‑On Attitude: You are highly organised and proactive—whether you are mapping a complex customer journey or independently building a slide deck for a client presentation.

Desirable Extras

• Experience with Quality Management (especially Automated Quality Management).
• Familiarity with cloud CX platforms like Genesys Cloud or Amazon Connect.

Role Logistics, Compensation & Benefits

This is a premium consulting role where you will be working directly with Australian enterprise clients on a standard day shift. You will report directly to the Director of Transformation, who is based in Australia, giving you high‑level exposure and strategic guidance.

To Support Our Top Talent, We Offer

• Competitive salary package with an annual merit increase
• Performance‑based project incentives (terms and conditions apply)
• Day 1 HMO coverage + 2 dependents
• Leave credits (with convertible options)
• Group Life Insurance
• Free mental health consultations
• Gym membership discounts

At Probe Group, we are powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia, and North America we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we’ve stayed true to this ethos. At Probe, expect to think differently, challenge the norm, and find your purpose.