Lead Business Consultant, VRS, CX

Accountabilities

• Owes strategic consulting initiatives focused on customer value realization, operational improvement, and successful adoption of customer experience technologies.
• Requires strong consulting capabilities, stakeholder management skills, and the ability to translate business objectives into measurable outcomes.
• Leads business improvement projects that deliver measurable value, improved processes, and strong customer outcomes.
• Develops and manages business cases, ROI models, benefits analyses, and value realization strategies for enterprise customers.
• Guides customers through CX transformation initiatives across people, processes, and technology.
• Serves as the primary consulting lead for strategic advisory engagements involving quality management, analytics, and customer interaction solutions.
• Led cross-functional teams of consultants and specialists while influencing stakeholders in a matrixed environment.
• Defines business success criteria, tracks progress, and ensures customer initiatives achieve targeted outcomes.
• Translates business cases into actionable plans, solution designs, and implementation priorities.
• Aligns consulting activities with broader product implementation programs and customer transformation roadmaps.
• Identifies opportunities for additional engagements through successful delivery, customer relationships, and thought leadership.
• Develops executive-level presentations and strategic recommendations that demonstrate business impact.
• Provides expert guidance on best practices, project management, and customer experience transformation strategies.

Requirements

• An experienced consulting professional with a strong background in customer experience strategy, contact center transformation, and enterprise software solutions.
• Proven experience leading consulting engagements that deliver measurable business value through technology adoption and process improvement.
• A strong understanding of customer experience platforms, analytics, quality management, and modern AI-enabled CX capabilities.
• Experience applying AI technologies, including large language models (LLMs), to improve workflows and business outcomes is highly preferred.
• Familiarity with interaction analytics, speech analytics, text analytics platforms, or comparable technologies is required.
• Strong analytical and problem-solving skills with the ability to convert insights into actionable strategies.
• Experience creating financial analyses, ROI models, and business impact assessments.
• Excellent communication, presentation, and stakeholder management abilities.
• Ability to create polished executive presentations using Microsoft PowerPoint.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Intellectual curiosity, adaptability, and confidence working with senior-level stakeholders.
• Ability to influence cross-functional teams without direct authority.

Benefits

• Opportunity to join a global, fast-growing organization focused on innovation and customer experience transformation.
• Collaborative and creative work environment with exposure to advanced technology solutions.
• Competitive compensation package based on experience and qualifications.
• Opportunities for continuous learning, professional development, and career growth.
• Ability to work on high-impact enterprise transformation projects with leading organizations.
• Access to internal career opportunities across multiple disciplines and locations.
• Chance to contribute to innovative AI, cloud, and digital transformation initiatives.