Senior Principal CX Advisory Consultant

Genesys Cloud Services, Inc.; Greater London; On-site; GBP 85,000 - 120,000; Full time

Job summary

A leading technology company in Greater London seeks a Senior Principal CX Advisory Consultant to engage executive stakeholders and lead transformative programs. With over 10 years of experience in customer experience and consulting, the ideal candidate excels in stakeholder management and can drive multi-workstream transformation initiatives. Responsibilities also include diagnosing business problems and delivering high-quality consulting in a multicultural environment. Join a firm that champions innovative, AI-driven technologies to enhance customer and employee experiences.

Qualifications

• 10+ years in CX/experience/consulting across multiple industries.
• 5+ years leading teams or multi-workstream programs.
• Presence and gravitas in stakeholder management.

Responsibilities

• Engage and influence executive stakeholders.
• Design and lead large, multi-workstream transformation programs.
• Diagnose business problems through data analysis.

Skills

Stakeholder management

Consulting experience

Change management

Agile methodologies

Analytical skills

Creative problem-solving

Design Thinking

Job description

Senior Principal CX Advisory Consultant (Individual Contributor)* Engage and influence executive stakeholders; secure sponsorship for AI Orchestration.* Actively contribute to the development of consulting opportunities in the region.* Design and lead large, multi-workstream transformation programs in enterprise settings.* Diagnose business problems through interviews, data analysis, and operational assessments across CX, EX, Digital, AI, Sales, and Services.* Plan and run executive workshops; produce a KPI-driven CX roadmap using the latest AI-powered experience orchestration capabilities.* Build and execute transformation, change management, business readiness and adoption plans,* Identify risks and issues early and work with the program team to drive mitigation plans.* Deliver high-quality consulting with clear ownership and trusted relationships.* Use qualitative/quantitative research and storytelling to inform decisions.* Contribute to Genesys thought leadership (articles, webinars, events).* Mentor internal teams to strengthen CX/EX/Digital/AI and Contact Centre expertise.* Travel occasionally as needed.* 10+ years in CX/experience/consulting across multiple industries; 5+ years leading teams or multi-workstream programs.* Presence and gravitas in stakeholder management and delivery of large-scale business transformation.* Excellence in customer-facing work: workshops, facilitation, and compelling presentations up to C-level.* Consulting experience across CX, EX, Digital, AI, and Sales/Services operations; able to recommend practical solutions to business and operational challenges.* Familiarity with change models (e.g., Kotter, ADKAR, Lewin) and hands-on experience with authoring change plans and executing key change initiatives.* Skilled in Design Thinking and storytelling for collaborative workshops and impactful narratives.* Ability to define and interpret business metrics and build effective operational scorecards.* Working knowledge of Agile concepts and tailoring governance for CX programs.* Strong analytical and creative problem-solving skills; able to align diverse viewpoints to decisions.* Confident decision-maker with leadership and influencing skills.* Passion for innovative, AI-driven technologies in a global, multicultural environment.### Join our Talent Community.Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.