Customer Experience (CX) Consulting Lead

EXL; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

A global business consulting firm is seeking a Customer Experience Consulting Lead to drive large-scale enterprise transformation initiatives. The ideal candidate will have 5–8 years of experience in CX consulting, strong communication skills, and analytical expertise. This role involves leading CX transformation programs and collaborating with senior stakeholders to deliver measurable business outcomes.

Qualifications

• 5–8 years of experience in CX consulting or customer strategy roles.
• Proven track record of leading enterprise-wide transformation initiatives.
• Experience in contact center operations and technology modernization.

Responsibilities

• Lead CX transformation engagements from discovery to implementation.
• Translate customer needs into actionable CX strategies.
• Conduct assessments to identify customer pain points.

Skills

CX consulting experience

Strong communication skills

Analytical skills

Education

MBA or equivalent advanced degree

Tools

Genesys

NICE

Five9

Avaya

Google CCAI

Job description

Customer Experience (CX) Consulting Lead

EXL, from our beginnings in business process services to becoming a global leader in data and AI, brings 25+ years of proven expertise helping enterprises transform and redefining what's possible for our clients. We partner with leading companies in insurance, healthcare, banking and capital markets, retail, media and communications, and energy and infrastructure to reimagine business models, deliver measurable outcomes, and accelerate innovation.

About the Job:

We are seeking an experienced Customer Experience (CX) Consulting Lead to drive large‑scale enterprise transformation initiatives. This role is ideal for a candidate with strong consulting experience, functional knowledge of CX transformation levers, and a proven ability to deliver measurable business outcomes. The Consulting Lead will work closely with business and technology leaders to design, implement, and scale customer‑centric transformation programs.

Responsibilities:

• Lead end‑to‑end CX transformation engagements, from discovery and design through implementation and value realization.
• Translate customer and business needs into actionable CX strategies and roadmaps.
• Align transformation initiatives with enterprise priorities and measurable business outcomes.
• Act as a trusted advisor to senior stakeholders, shaping strategic discussions on CX, digital, and operational transformation.
• Conduct assessments to identify customer pain points, operational inefficiencies, and opportunities for automation and digital enablement.
• Build strong business cases to justify investment in CX transformation programs.
• Functional expertise: apply deep understanding of key CX levers, including contact elimination and containment, conversational AI (voice and chat), agent assist and automation tools, workforce management (WFM) and quality management (QM), and CCaaS migrations and platform modernization.
• Partner with cross‑functional teams (operations, technology, analytics, digital) to deliver integrated solutions.
• Program & change management: lead multi‑workstream transformation programs with clear timelines, KPIs, and governance structures.
• Ensure smooth change adoption through stakeholder alignment, communication, and training initiatives.
• Track and report program outcomes, ensuring ROI and continuous improvement.

Required Qualifications:

• 5–8 years of progressive experience in CX consulting, transformation, or customer strategy roles (preferably with top consulting firms, BPOs, or large enterprises).
• Proven track record of leading enterprise‑wide transformation initiatives across industries such as financial services, retail, healthcare, utilities, or insurance.
• Strong knowledge of CX transformation levers: digital self‑service, conversational AI, agent assist, automation, CCaaS, WFM/QM.
• Excellent problem‑solving, storytelling, and communication skills with the ability to influence senior executives.
• Experience managing cross‑functional programs with complex stakeholder landscapes.
• Strong analytical skills with the ability to link CX improvements to business and financial outcomes.
• Experience in contact center operations and technology modernization.
• Familiarity with leading platforms such as Genesys, NICE, Five9, Avaya, Google CCAI, Microsoft Copilot, Amazon Connect, etc.
• MBA or equivalent advanced degree in business, strategy, or related field.
• Exposure to data‑driven CX analytics and business case modeling.

Seniority level: Executive

Employment type: Full‑time

Job function: Information Technology

Industries: Business Consulting and Services