Senior Delivery Consultant, VoC

Job not on LinkedIn

🔥 4 minutes ago

🌲 North Carolina, Massachusetts – Remote

🌲 North Carolina – Remote 🍂 Massachusetts – Remote

💵 $135.6k - $238.6k / year

⏰ Full Time

🟠 Senior

💼 Consultant

🦅 H1B Visa Sponsor

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Lead client engagements focused on experience design, measurement, and improvement • Bring together Voice of the Customer signals to generate insights • Identify customer experience trends and translate data insights into business recommendations and action • Ensure clients achieve objectives for superior, empathetic, orchestrated customer experiences • Work with client stakeholders and Genesys experts to align business priorities and CX objectives • Identify and analyze quantitative and qualitative VoC signals, including surveys, speech and text analytics, quality programs, operational metrics, and contact center data • Conduct listening sessions with account teams and client stakeholders • Document incomplete, inconsistent, distributed, or non-standard data • Define engagement scope, timelines, and resources • Analyze VoC signals, customer journey mapping, and business KPIs to identify patterns, drivers, strengths, and experience friction • Translate VoC data, operational context, brand commitments, and business priorities into current-state findings • Assemble and prioritize actionable recommendations with impact, effort, investment, and roadmap timelines • Validate hypotheses and recommendations with client stakeholders • Facilitate workshops across Customer Experience, Contact Center, Digital, Analytics, Technology, and other functions • Identify opportunities for Genesys analytics, automation, AI, and experience orchestration capabilities • Help customers define success measures and baselines • Manage engagements from kickoff through final delivery, including scope, milestones, risks, decisions, and outcomes • Define ownership, governance, closed-loop processes, and next steps • Develop executive-ready deliverables and communicate complex findings in actionable business language • Create and improve VoC methodologies, playbooks, tools, and reusable delivery assets

🎯 Requirements

• Significant experience leading consulting engagements focused on customer experience / voice of the customer and strategic transformations • Strong and proven ability to design for experience • Strong understanding of Voice of the Customer practices, including signal design, feedback gathering, insight generation, closed-loop processes, program governance, and influencing data-driven business decision making • Strong understanding and ability to apply CCaaS technology to experience design • Demonstrated ability to independently lead complex, end-to-end engagements from discovery through executive recommendations and implementation • Ability to influence and build relationships with cross-functional internal and external stakeholders • Comfort with travel; up to 33% may be required • Strong understanding of contact center management, including performance measures, operational processes and functions, and customer experience drivers • Excellent workshop facilitation, stakeholder management, and executive communication skills • Strong analytical problem-solving skills and comfort working with imperfect, incomplete, or ambiguous data • Ability to bring structure to complex and ambiguous problems and identify a practical path forward • Strong project and engagement management skills, including scope, stakeholder, dependency, and risk management • Ability to work effectively across business and technical audiences • Experience with Genesys Cloud and its customer experience capabilities • Experience with VoC survey platforms, customer feedback systems, BI/reporting tools, interaction analytics, and customer data platforms • Familiarity with AI applications for customer feedback analysis, insight generation, automation, and customer experience management • Consulting experience with large or complex enterprise organizations

🏖️ Benefits

• Medical, Dental, and Vision Insurance • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off • 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support