Cx Advisory Consultant

locations
- Madrid (Flexible)
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR106845
- 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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
- Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
- We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
- Evergreen requisition: CX Advisory Consultant_
- Note: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details._
- CX Advisory Consultant

What is the role about?
- Supports strategic customers to identify, understand, and address business problems through interpersonal and analytical assessment with customers in the CX, Digital and Contact Centre Operational teams
- Analyses and reviews current business operations; facilitates team discussions to determine and implement business process improvements
- Guides CX, Digital and Contact Centre Operational teams to increase adoption in systems and processes that drive maximum business value
- Collaborates with customer CX, Digital, and Contact Centre Operational teams to analyse and understand key customer requirements, and document and prioritize them on a transformational roadmap
- Drive Business Discovery Workshops with customer and produce detailed documentation
- Analisyse customer requirements in collaboration with customer stakeholders and produce Functional Designs on how Business Requirements would be translated to Journey Flows and Operational configurations.
- Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems
- Supports the Customer stakeholders to develop and lead actionable and targeted change management plans - including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment
- Provides support and coaching to all levels within the scope of the program relating to CX, Contact Centre Operational Processes, Reporting and Analytics, Change and Transformation
- Identifies key CX, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program
- Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholder (Genesys customers, partners, Genesys employees).
- Occasional travel might be required
- What will you bring?
- Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations
- Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level
- Experience working as a Consultant in the CX, Digital, Reporting and Analytics and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues
- Must have experience with working on large scale projects and programs that deliver business change in the CX, Digital, Reporting and Analytics and Contact Centre Operations
- Strong documentation skills to produce detailed Business Requirements and Functional Design documents with CX journey mappings
- Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc)
- Good practice knowledge of working with Reporting and Analytics so