Principal, AI Strategy, Analytics

Genesys

Principal, AI Strategy & Analytics role helping organizations identify and realize AI business value. Engage with stakeholders to develop actionable AI strategies and outcomes in customer experience.

Posted 7/3/2026full-timeNorth Carolina • 🇺🇸 United StatesLead💰 $161,500 - $283,900 per yearWebsite

About the role

Key responsibilities & impact

Engage with executive stakeholders and internal teams to align AI initiatives with measurable business objectives.
Lead strategic advisory engagements focused on AI adoption, value realization, customer experience transformation, operational improvement, and outcome definition.
Facilitate executive workshops, AI strategy sessions, value realization discussions, and outcome-focused planning activities.
Translate customer business goals, operational constraints, and experience challenges into practical AI opportunity roadmaps.
Help customers and internal teams prioritize AI use cases based on value potential, feasibility, readiness, data availability, and measurable impact.
Develop clear narratives that connect AI capabilities to business outcomes, operational performance, customer experience improvement, and long-term value realization.
Develop KPI frameworks, value realization models, measurement strategies, benchmarking approaches, and business impact models.
Analyze customer operational, journey, interaction, digital, routing, bot, and experience data to identify friction, constraints, and improvement opportunities.
Establish baseline measurement approaches that help customers understand current-state performance before AI initiatives are scaled or optimized.
Create executive-ready reporting, scorecards, business cases, and analytical summaries that quantify AI impact and identify opportunities for improvement.
Apply statistical, analytical, and modeling techniques to evaluate trends, performance drivers, adoption gaps, and optimization opportunities.
Support before-and-after measurement strategies that help determine whether AI initiatives are producing meaningful business change.
Evaluate customer readiness for AI adoption, including operational maturity, data availability, reporting capability, KPI clarity, governance, and organizational readiness.
Develop phased AI transformation strategies that help customers move from experimentation to measurable impact.
Identify opportunities to improve customer experience, operational efficiency, self-service effectiveness, routing performance, agent productivity, and adoption of AI-enabled capabilities.
Help customers validate whether existing AI investments are producing expected value and identify where tuning, redesign, enablement, or operating model changes may be needed.
Provide thought leadership on outcome-led AI, value realization, AI readiness, customer experience optimization, and measurable transformation.
Contribute to the continued development of the AI Outcomes methodology, including outcome intelligence, applied AI, and outcome engineering frameworks.
Create repeatable tools, accelerators, playbooks, KPI libraries, value models, assessment methods, and analytical templates that improve consistency and scalability.
Develop practical guidance that helps internal teams frame customer conversations around measurable outcomes rather than standalone capabilities.
Mentor consultants, strategists, delivery leaders, and customer-facing teams on outcome-driven AI strategy, KPI mapping, and value realization approaches.
Partner with Professional Services, Customer Experience Advisory, Technical Account Managers, Customer Success leaders, and other internal teams to support complex customer scenarios.

Requirements

What you’ll need

Bachelor’s degree in Business, Economics, Mathematics, Statistics, Data Science, Computer Science, Engineering, Operations Research, or a related field.
10+ years of experience in consulting, analytics, AI strategy, customer experience transformation, digital transformation, value realization, management consulting, or a related field.
Demonstrated experience leading executive-level strategic engagements or advisory conversations.
Strong quantitative and analytical background with experience applying data to business decision-making.
Experience developing KPI frameworks, ROI models, value realization strategies, business cases, performance measurement programs, or benchmarking methodologies.
Strong understanding of AI, automation, customer experience, analytics, digital engagement, and transformation concepts.
Ability to analyze imperfect or incomplete data and turn it into practical, defensible recommendations.
Exceptional executive communication, facilitation, storytelling, and presentation skills.
Ability to translate complex technical, analytical, and operational concepts into business-focused recommendations.
Proven ability to influence senior stakeholders and drive alignment across multiple teams or functions.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data ScienceAnalyticsStatistical TechniquesPerformance MeasurementBusiness Case DevelopmentBenchmarking MethodologiesOperational ImprovementAI AdoptionDigital TransformationCustomer Experience Optimization

Soft Skills

FacilitationStorytellingPresentation SkillsInfluencing StakeholdersCollaboration