Job title : Senior CX Advisory Consultant Job Location : Gauteng, Johannesburg Deadline : January 20, 2025 Quick Recommended Links Jobs by Location Job by industries We are looking for a candidate with a passion for working with leading edge software technologies in a global multicultural and diverse environment.
This is an individual contributor role.
What is the role about?
Interface with key client stakeholders/executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Contact Centre Operational teams.
Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
Collaborates with customer CX, EX, Digital, AI and Contact Centre Operational teams to analyse and understand key customer requirements, document and prioritize them on a transformational roadmap Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.
Supports the relevant stakeholders to develop and lead actionable and targeted change management plans – including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.
Identifies key CX, EX, Digital, AI, 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 stakeholders.
Contribute to the development of standardized CX Advisory offerings for use across the team.
Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI and Contact Centre Operational expertise within Genesys.
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, EX, Digital, AI, 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, EX, Digital, AI and Contact Centre Operations.
Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc). Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
Able to provide guidance around CX, EX, Digital, AI and Contact Centre Operational KPIs and business scorecard best practice.
Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.
Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution.
Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.
Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.
Strong decision making, leadership and influencing skills.
Language: English and Afrikaans at professional level.
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