Senior Delivery Consultant VoC
Core
Lead client engagements to design, measure, and improve customer experiences by synthesizing Voice of the Customer (VoC) signals into actionable business recommendations.
Role type
Senior IC delivery consultant (customer experience strategy)
Builds
Customer experience strategies, VoC programs, and operational improvements for enterprise clients
Domain
Customer Experience (CX) / Contact Center Operations / Voice of the Customer
Required skills
Consulting engagement leadership, Voice of the Customer program design, Customer journey mapping, Stakeholder facilitation, Data analysis of imperfect data, Contact center operations management, Project and risk management, Executive communication
Preferred skills
Genesys Cloud expertise, VoC survey platform experience, BI/reporting tools, AI for customer feedback analysis, Large enterprise consulting experience
Technologies
Genesys Cloud, VoC survey platforms, BI tools, AI analytics
Responsibilities
Conduct listening sessions to assess current CX state, Analyze VoC signals and operational metrics to identify experience friction, Facilitate workshops with cross-functional stakeholders, Manage end-to-end engagements from discovery to implementation, Develop executive-ready deliverables and roadmaps, Contribute to VoC practice methodologies and playbooks
Seniority
Senior, hands-on IC
