CX Advisory Consultant

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Description Job Title: CX Advisory Consultant Department & Team: Customer Success Location: [Tokyo] Job Reports to: [Hirokazu Kobayashi]   Job Summary: As a CX Advisory Consultant , you’ll help leading organisations across APAC design, build, and scale AI-powered customer experiences and work side-by-side with clients to execute on their strategic vision.   You’ll connect business strategy with digital, cloud, and automation transformation, guiding executives and operations teams to turn vision into measurable outcomes on Genesys solutions. Working with a global leader in AI-driven CX, you’ll blend strategy, journey design, analytics, and change leadership to shape what’s next.   Key Responsibilities include (but not limited to): Diagnose & Prioritise: Partner with strategic customers to pinpoint high-value CX opportunities across digital, voice, and Customer Experience centre operations, especially where AI and automation unlock impact. Architect the Future: Co-create CX transformation roadmaps aligned to business goals, technology capabilities, data strategy, and AI readiness. Execute the Strategy: Translate strategy into delivery plans, backlogs, and releases; stand up POCs/pilots, drive scaled rollouts, and embed governance and success metrics. Design Journeys & Solutions: Convert requirements into clear journey flows, functional designs, and operational configurations leveraging bots, agent assist, predictive/rules-based routing, and workflow automation. Operationalise AI: Identify AI use cases (e.g., voice/digital bots, intent recognition, knowledge/agent assist, summarisation, proactive outreach), define guardrails, and guide pilots to scaled adoption. Lead Change & Adoption: Drive communication, training, and coaching to embed new ways of working and accelerate time-to-value for AI and automation initiatives. Prove Impact: Use analytics and experimentation (dashboards, A/B tests, control groups) to track adoption, operational efficiency, and CX outcomes; quantify ROI and recommend continuous optimisations. Engage & Influence: Lead workshops and executive briefings; build trusted relationships with C-level stakeholders, partners, and Genesys teams. Value & Benefits: Identify and calculate the value of solution adoption, building business cases that tie AI/automation to tangible results. Ad-hoc duties are required by management   Minimum Requirements: ·       Bachelor’s degree in Business, Technology, or related field, or equivalent practical experience in CX consulting, digital transformation, or Customer Experience operations. ·       3+ years consulting experience across CX, Digital, Reporting & Analytics, or Customer Experience Operations, advising on business and operational solutions. ·       3+ years leading large-scale CX/Digital/Operational transformation projects delivering measurable business change. ·       Strong knowledge of customer experience and Customer Experience operations (KPIs/metrics, best practices, employee experience, technology enablement). ·       Proven excellence in customer-facing leadership: workshops, top-tier presentations, and stakeholder engagement up to C-level. ·       Outstanding communication skills across business and technical audiences. ·       Familiarity with Agile (epics, user stories, sprint planning, demos). ·       Analytical and