Senior Cx Advisory Consultant

Genesys; Johannesburg; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

A leading company seeks a Senior CX Advisory Consultant to drive customer experience transformations through digital and AI strategies. This role involves engaging with stakeholders, mentoring teams, and ensuring successful implementation of CX solutions. Candidates should have extensive experience in customer-facing roles, project management, and industry change models.

Qualifications

• Proven experience in customer-facing activities and leading workshops.
• Excellent communication skills with C-level engagement.
• Experience managing large-scale projects delivering business change.

Responsibilities

• Engage with client stakeholders to influence CCaaS transformation programs.
• Conduct workshops to implement process improvements using AI.
• Support stakeholders in developing change management plans.

Skills

Communication

Analytical

Leadership

Creative

Decision-Making

Influencing

Education

Experience in CX, EX, Digital, AI, and Contact Centre operations

Job description

Senior CX Advisory Consultant

Location: Johannesburg, South Africa

Type: Full-time

Posted: 3 days ago

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.

Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency, and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed.

Join the team and create the future of customer experience together.

The CX Advisory team at Genesys partners with our customers and internal teams to drive digital and AI strategies essential for CCaaS transformation programs.

The Senior Consultant will provide consulting and advisory services across strategic CX and EX topics, driving the success of our customers' transformation initiatives.

Key responsibilities include guiding CX, EX, Digital, and AI best practices, managing organizational change processes, and ensuring successful adoption of Genesys solutions for positive business outcomes.

Responsibilities:

• Engage with key client stakeholders/executives and influence them to shape their CCaaS transformation programs.
• Identify, analyze, and address business problems through interpersonal and analytical assessments.
• Review current operations; facilitate workshops to determine and implement process improvements leveraging AI-powered experience orchestration.
• Collaborate with client teams to analyze requirements and develop transformational roadmaps.
• Act as a bridge between business and technical teams to find optimal solutions.
• Support stakeholders in developing change management plans, including communication, training, and adoption strategies.
• Identify risks and issues impacting transformation programs.
• Build trusted relationships with stakeholders and contribute to developing standardized CX advisory offerings.
• Contribute to thought leadership through articles, webinars, and conferences.
• Mentor and train internal teams to develop CX, EX, Digital, AI, and Contact Centre expertise.
• Occasional travel may be required.

Qualifications:

• Proven experience in customer-facing activities, leading workshops, and delivering presentations.
• Excellent communication skills, comfortable engaging with business and technical teams up to C-level.
• Experience as a consultant in CX, EX, Digital, AI, and Contact Centre operations, advising on solutions.
• Experience managing large-scale projects delivering business change.
• Knowledge of industry change models (Kotters, ADKAR, Lewins, etc.).
• Familiarity with Design Thinking methodologies.
• Ability to guide on KPIs and business scorecards.
• Experience with change initiatives and as a Change Consultant.
• Understanding of Agile concepts.
• Strong analytical, creative, decision-making, leadership, and influencing skills.
• Languages: English and Afrikaans at a professional level.

About Genesys: Genesys empowers over 8,000 organizations in more than 100 countries to improve loyalty and business outcomes by creating exceptional experiences for customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX, enabling organizations of all sizes to provide empathetic, personalized experiences at scale.

Reasonable Accommodations: If you require accommodations during the application process, please contact us for assistance.

Genesys is an equal opportunity employer committed to workplace equity.