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.

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.

VP, CX Advisory Services

Key skills