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Principal CX Advisory Consultant

Genesys
Riyadh, KSA
Full Time
Lead
Hybrid
1 months ago
CX StrategyEX StrategyAI OrchestrationChange ManagementDesign ThinkingWorkshop Facilitation
Free

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CX StrategyEX StrategyAI Orchestration
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Summary of the Position

  • Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy and CX/EX transformation journey.
  • You’ll shape programs, advise on CX and EX best practices and drive adoption of Genesys solutions that deliver measurable business outcomes.
  • You’ll apply broad, cross industry expertise and demonstrate leadership while influencing senior leaders and mentoring internal teams.

What is the role about?

  • Strategy and sponsorship: deliver high quality consulting with clear ownership and trusted relationships; secure sponsorship for AI Orchestration and set direction aligned to short and long term enterprise goals.
  • Regional growth: actively contribute to the development of new and existing consulting opportunities in the region.
  • Design and lead transformations: stand up programs and governance with organization wide impact for large, complex, multi workstream transformations, produce a KPI driven CX roadmap using the latest AI powered experience orchestration capabilities.
  • Run executive workshops: facilitate discovery and prioritization sessions; diagnose business problems through interviews, data analysis, and operational assessments across CX, EX, Digital, AI, Sales, and Services; use qualitative and quantitative research leadership and clear storytelling to inform
  • Drive change and readiness: author and execute transformation, change management, business readiness and adoption plans.
  • De risk delivery: proactively identify risks and issues early, manage dependencies and work with the program team to drive mitigation plans across data, process, talent, and tech.
  • Advance thought leadership: share insights and success stories within Genesys, speak at industry events, and contribute to Genesys webinars and articles.
  • Develop others: provide guidance, coaching and mentoring to internal teams to strengthen CX, EX, Digital, AI, Sales/Services expertise.
  • Travel occasionally as needed.

What will you bring?

  • Experience: 15+ years in CX/experience/consulting across multiple industries; 5+ years leading teams or multi workstream programs.
  • Executive presence: credible with C suite; proven track record shaping strategy and landing decisions.
  • Consulting depth: CX, EX, Digital, AI, and Sales/Services operations; advanced problem solving and value realization applications.
  • Business acumen: deep understanding of industry trends, business strategies, and organizational objectives.
  • Change leadership: hands on with ADKAR/Kotter/Lewin; authored and executed adoption plans at scale.
  • Workshop facilitation: skilled in Design Thinking and storytelling for collaborative workshops and impactful narratives that tie insights to decisions.
  • Metrics & scorecards: defines KPIs, builds value drivers & projections; sets up benefits tracking and OKRs.
  • Ways of working: applies Agile concepts; tailors governance for CX in private and public sector contexts.
  • Analytical creativity: comfortable working with innovative, abstract ideas and ambiguity to set strategies and align diverse viewpoints to decisive actions.
  • Influence and leadership: leads global, cross functional teams; confident decision maker.
  • Regional savvy: understands KSA market dynamics, data residency, and localization considerations.

About Genesys

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

Reasonable Accommodations

  • If you require a reasonable accommodation to complete any part of the application process, contact reasonable.accommodations@genesys.com.
  • This email is intended to support job seekers requesting accommodations.

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