Cx Advisory Consultant

6 months ago


Dubai, United Arab Emirates Genesys Full time

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Location: Dubai

Summary of the Position

What is the role about?
- Supports strategic customers to identify, understand, and address business problems through interpersonal and analytical assessment with customers in the CX, Digital and Contact Centre Operational teams
- Analyses and reviews current business operations; facilitates team discussions to determine and implement business process improvements
- Guides CX, Digital and Contact Centre Operational teams to increase adoption in systems and processes that drive maximum business value
- Collaborates with customer CX, Digital, and Contact Centre Operational teams to analyse and understand key customer requirements, and document and prioritize them on a transformational roadmap
- Drive Business Discovery Workshops with customer and produce detailed documentation
- Analyse customer requirements in collaboration with customer stakeholders and produce Functional Designs on how Business Requirements would be translated to Journey Flows and Operational configurations.
- Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems
- Supports the Customer stakeholders to develop and lead actionable and targeted change management plans - including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment
- Provides support and coaching to all levels within the scope of the program relating to CX, Contact Centre Operational Processes, Reporting and Analytics, Change and Transformation
- Identifies key CX, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program
- Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholder (Genesys customers, partners, Genesys employees).
- Occasional travel might be required

What will you bring?
- Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations
- Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level
- Experience working as a Consultant in the CX, Digital, Reporting and Analytics and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues
- Must have experience with working on large scale projects and programs that deliver business change in the CX, Digital, Reporting and Analytics and Contact Centre Operations
- Strong documentation skills to produce detailed Business Requirements and Functional Design documents with CX journey mappings
- Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc)
- Good practice knowledge of working with Reporting and Analytics solutions for CX KPIs trend analysis, route cause identification, corelation analysis
- Able to provide guidance around CX KPIs and business scorecard best practice
- Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity
- Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution
- Extensive analytical and creative skills in a complex customer environment
- Creative thinking and flexibility in finding solutions.
- Innovative approach, thinking outside of the box and able to consider different perspectives.
- Strong decision making, leadership and influencing skills
- Language: Fluent in English and Arabic

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit


Reasonable Accommodations:
Reasonable Accommodations Form

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital statu


  • Cx Advisory Analyst

    6 months ago


    Dubai, United Arab Emirates Genesys Full time

    Build something new with a world-class team. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you? What is the role about? - Supports strategic customers to identify, understand, and address business problems through...

  • Head of Cx

    6 months ago


    Dubai, United Arab Emirates Ipsos Zrt. Full time

    *** **BUSINESS DEVELOPMENT - Design and implement the CX sector strategy ensuring financial performance delivered in line with budget requirements - Lead and drive new business development; entire sales cycle from opportunity identification and prospecting to deal close - Lead, design, coordinate and deliver winning proposals (responding to RFIs/RFQs/RFPs)...


  • Dubai, United Arab Emirates Insights Advisory Full time

    **Direct Reporting Relationships**:Report to SVP **Department**:Real Estate Advisory **Location**:Riyadh **Role Purpose**: Lead all feasibility studies, highest & Best Use Studies & Market Studies with the help of team of consultants in KSA and across GCC. **KEY RESPONSIBILITIES** 1. Lead all feasibility studies, highest & Best Use Studies & Market...


  • Dubai, United Arab Emirates Computer Network Systems Full time

    **Company Description** CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region. We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security,...

  • Cx Junior Consultant

    2 months ago


    Dubai, United Arab Emirates Renascence Marketing Management Full time

    **Whom are we looking for?**: - ** 1-2** **years of relevant experience** in consulting or research & reporting - ** Bachelor's degree** in any field is a must MBA, a relevant Master's degree, or a relevant certificate is a plus - Basic understanding of **design thinking, systems thinking, business analysis, digital transformation, UX, CX, mapping, &...


  • Dubai, United Arab Emirates VML Full time

    **Who We Are**: At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency,...


  • Dubai, United Arab Emirates Grant Thornton Full time

    **_Grant Thornton’s Business Consulting is an agile, continuously growing, industry focused division of Grant Thornton Advisory Services, distinct in terms of thought leadership, offering high quality services to our clients and committed to “making a difference every day”._** **_Our Business Consulting team work with clients across a range of...


  • Dubai, United Arab Emirates Grant Thornton Full time

    **_Grant Thornton’s Business Consulting is an agile, continuously growing, industry focused division of Grant Thornton Advisory Services, distinct in terms of thought leadership, offering high quality services to our clients and committed to “making a difference every day”._** **_ Our Business Consulting team work with clients across a range of...


  • Dubai, United Arab Emirates BIN OTAIBA ADVISORY & ACCOUNTING OFFICE L.L.C Full time

    **Key Responsibilities**: Drive new business growth across the UAE and Middle East regions, specializing in Corporate Tax and Transfer Pricing services, through strategic planning and implementation. **Qualifications**: Bachelor’s or Master’s degree in Sales, Marketing, or Business Administration. **Experience**: Minimum of 2 years in sales, ideally...

  • Advisory Consultant

    6 months ago


    Dubai, United Arab Emirates Jobs for Humanity Full time

    Company Description Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the...


  • Dubai, United Arab Emirates Grant Thornton Full time

    We’re a large and growing professional services firm that still feels like a community. We employ over 750 people across the UAE and experiencing exciting growth! We truly care about our colleagues, our clients, and the communities where we work and live. As a Consultant/ Senior Consultant, you’ll shape strategies, drive impactful change, and deliver...

  • Immigration Consultant

    7 months ago


    Dubai, United Arab Emirates Specialized Immigration Advisory Services Full time

    _**Attention - Malayalam, Nepal, Punjab, Philippines female regional language applicants.**_ **Specialized Immigration Advisory Services (SIAS Group)**is one of the leading Immigration Consultancy based in Dubai. We are currently recruiting enthusiastic Consultants to guide our clients for Europe Work Permits, Canadian Immigration Programs & Citizenship by...

  • Consultant- Research

    7 months ago


    Dubai, United Arab Emirates CRIF Full time

    Consultant - Research &Advisory **Company**: CRIF Gulf DWC LLC **Job Title**: Consultant - Research & Advisory **Industry / Segment**: Management Consulting **Job Function**: Strategy Design & Implementation **Job Family**: Market Research, Analysis and Consulting **Location**: Dubai **Reporting to**: Sr.Manager - Marketing & Projects **Dotted Line...

  • Aml Consultant

    2 months ago


    Dubai, United Arab Emirates Bericht Audit and Advisory Full time

    **Job Summary**: We seek an experienced AML Consultant & Tax Executive to provide advisory services in Anti-Money Laundering (AML) and Tax, ensuring UAE regulatory compliance. **Key Responsibilities**: 1. Advise clients on AML, VAT, and Corporate Tax, ensuring UAE regulatory compliance. 2. Conduct risk assessments, develop AML policies, and monitor...


  • Dubai, Dubai, United Arab Emirates People Perfect Advisory Full time

    About UsPeople Perfect Advisory is a leading recruitment and consultancy firm in Dubai, specializing in human resources and technology solutions.Estimated Salary RangeAED 12,000 - AED 18,000 per month (depending on experience)Job DescriptionMain ResponsibilitiesDevelop and execute sales strategies to promote HR consultancy services, including recruitment,...

  • Advisory Internship

    2 months ago


    Dubai, United Arab Emirates Grant Thornton Full time

    **We’re a large and growing professional services firm that still feels like a community. We employ over 750 people across the UAE and are experiencing exciting growth! We truly care about our colleagues, our clients, and the communities where we work and live.** **As an Advisory Intern, you’ll dive into dynamic areas like Mergers & Acquisitions,...


  • Dubai, United Arab Emirates Grant Thornton Full time

    Every day our teams help people in businesses and communities to do what is right and achieve their goals. The M&A and Transaction Advisory Services (TAS) team provides a broad range of advisory services to clients, primarily in a deals environment, including financial due diligence (FDD), tax due diligence, valuations, and M&A lead advisory. As a member of...


  • Dubai, United Arab Emirates Visa Full time

    **Company Description** Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and...


  • Dubai, United Arab Emirates Atkins Full time

    **We are looking for a Consultat** Atkins, a member of the SNC-Lavalin Group, is one of the world’s most respected design, engineering, and project management consultancies. We are continuously growing our Transport Advisory and Planning team with diverse skills and expertise covering a wide spectrum of services across transport advisory, planning, and...

  • Digital Advisory Lead

    6 months ago


    Dubai, United Arab Emirates AtkinsRéalis Full time

    **Join us in engineering a better future for our planet and its people.** AtkinsRéalis is a world-leading design, engineering and project management organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers,...