Senior Business Consultant, CX

About This Opportunity

We are representing a confidential enterprise software organization in their search for a Senior Business Consultant, CX to join their Value Realization Services team. This is a remote, hands-on consulting position focused on driving customer business outcomes and measurable ROI through AI-led customer experience transformations.

As a seasoned consultant, you will own customer business cases, lead strategic advisory engagements, and drive adoption of CCaaS solutions. You'll work directly with senior executives to design change strategies across people, process, and technology while building long-term trusted advisor relationships.

Responsibilities

• Lead consulting projects to drive business improvement and ensure optimal adoption of customer experience solutions across the enterprise
• Discover, identify, and create business cases for value realization across multi-product portfolios
• Serve as lead consulting program leader for multi-tiered customer offerings and multi-product implementations
• Own and manage senior stakeholder relationships, ensuring active participation and sponsorship throughout engagements
• Lead complete organizational change management programs with customers
• Establish and monitor progress toward business success criteria for each product and business unit
• Map business cases into action items and solution design; align launch strategy with use case and value priorities
• Develop and deliver strategic presentations with recommendations for business impact to C-level executives
• Independently perform financial analysis, benefits analysis, and create ROI models
• Provide expert guidance on project management and consulting best practices
• Hold all parties accountable to agreed plans and drive execution of action items
• Identify opportunities for additional engagements through successful delivery and thought leadership

What We're Looking For

Required Experience:

• Minimum 5 years of experience in contact center consulting or leadership roles
• Minimum 5 years of leadership experience in contact center environments
• Deep domain experience with contact center enterprise software (IVR/Routing/ACD, Workforce Management, or Quality Management preferred)
• Hands-on experience implementing AI/Digital products from a people and process perspective, including change management and adoption strategies
• Experience in business process improvement and Customer Success methodologies
• Proven ability to independently handle senior executive audiences and stakeholders
• Demonstrated experience leading organizational change, creating governance teams, and establishing center of excellence processes
• Led project teams with demonstrated operational performance improvements and significant measurable benefit
• Multi-industry experience preferred
• Consulting firm or contact center BPO experience preferred
• Excellent verbal, written communication, and presentation skills
• English and French and/or German language proficiency
• Willingness to travel up to 30%

Preferred Certifications:

• Six Sigma or other Process Improvement certification
• Change Management certification
• Organizational change management expertise

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening to understand your background and career goals. If there's a strong match, we will submit your candidacy to our client for consideration. Please do not contact the employer directly—all communication and interview coordination will be managed through our recruiting team to ensure the best experience for you.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.