Genesys

VP, CX Advisory Services

Genesys

full-time

Posted on:

Location Type: Hybrid

Location: Colorado • Texas • United States

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Salary

💰 $215,500 - $378,900 per year

Job Level

Lead

About the role

  • Define and execute the CX Advisory vision and strategy in alignment with Genesys’ AI-powered experience orchestration roadmap and growth objectives.
  • Serve as a trusted executive advisor to customer leadership teams, shaping and accelerating CX and EX transformation programs.
  • Partner closely with Product, Sales, and Customer Success to ensure advisory insights inform platform strategy and customer outcomes.
  • Engage directly with C-level stakeholders to shape AI orchestration strategies and secure executive sponsorship.
  • Lead customer assessments, executive workshops, and roadmap development aligned to CX, EX, and Digital priorities.
  • Facilitate collaboration between business and technical stakeholders to design scalable, human-centered, and data-driven solutions.
  • Lead advisory engagements covering organizational change management, communications, training, and adoption strategies.
  • Identify and proactively mitigate CX, EX, Digital, AI, and operational risks that could impact transformation success.
  • Develop, standardize, and scale CX Advisory offerings, frameworks, and methodologies globally.
  • Mentor and develop senior advisors and consultants to strengthen expertise across CX, EX, Digital, AI, and contact center operations.
  • Own the CX Advisory P&L, ensuring profitable growth, operational rigor, and consistent customer value delivery.

Requirements

  • 15 or more years of progressive experience in customer experience strategy, management consulting, or digital transformation.
  • At least 8 years of experience in senior or executive leadership roles.
  • Proven success leading large-scale CX, EX, and AI transformation initiatives across business, technology, and human experience domains.
  • Deep expertise in organizational change management, including familiarity with Kotter, ADKAR, and Lewin models.
  • Strong background in design thinking methodologies for co-creation and problem-solving.
  • Demonstrated ability to advise, influence, and present effectively at the executive level.
  • Strong analytical and business acumen with the ability to translate complex data into actionable insights.
  • Experience building, scaling, and operating advisory or consulting practices.
  • Working knowledge of Agile concepts, including user stories, epics, and sprint planning.
  • Bachelor’s degree or equivalent relevant professional experience.
Benefits
  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off in addition to 10 paid holidays
  • 401(k) matching program
  • Adoption Assistance
  • Fertility treatments
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience strategydigital transformationorganizational change managementdesign thinking methodologiesAgile conceptsAI transformation initiativesdata-driven solutionsCX Advisory frameworksconsulting practicesbusiness acumen
Soft Skills
executive leadershipadvisinginfluencingpresentingmentoringcollaborationanalytical skillscommunicationproblem-solvingstrategic thinking
Certifications
Bachelor’s degree