VP, CX Advisory Services - North America

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Vice President, CX Advisory (North America)

Job Summary
The CX Advisory team in North America partners with customers and internal teams to drive the AI strategy and transformation that underpin successful AI-powered experience orchestration programs. The Vice President, CX Advisory leads this strategic function, guiding enterprises through the design and execution of transformative CX, EX, Digital, and AI initiatives that deliver measurable business outcomes. This role shapes customer engagement at the executive level by combining thought leadership, structured methodologies, and innovation across technology and human experience. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact, and this role is central to helping our customers realize that vision. Joining Genesys means becoming part of a global team redefining how organizations connect with their customers and employees.

Key Responsibilities

Strategic Leadership

• Define and execute the CX Advisory vision and strategy in alignment with Genesys' AI-powered experience orchestration roadmap and growth objectives.
• Serve as a trusted executive advisor to customer leadership teams, shaping and accelerating CX and EX transformation programs.
• Partner closely with Product, Sales, and Customer Success to ensure advisory insights inform platform strategy and customer outcomes.

Customer Advisory and Engagement

• Engage directly with C-level stakeholders to shape AI orchestration strategies and secure executive sponsorship.
• Lead customer assessments, executive workshops, and roadmap development aligned to CX, EX, and Digital priorities.
• Facilitate collaboration between business and technical stakeholders to design scalable, human-centered, and data-driven solutions.
• Lead advisory engagements covering organizational change management, communications, training, and adoption strategies.
• Identify and proactively mitigate CX, EX, Digital, AI, and operational risks that could impact transformation success.

Practice Development

• Develop, standardize, and scale CX Advisory offerings, frameworks, and methodologies globally.
• Mentor and develop senior advisors and consultants to strengthen expertise across CX, EX, Digital, AI, and contact center operations.
• Foster a culture of innovation, collaboration, and continuous learning within the CX Advisory organization.
• Drive market differentiation through the creation of best practices, benchmarks, and proprietary insights.

Operational and Financial Leadership

• Own the CX Advisory P&L, ensuring profitable growth, operational rigor, and consistent customer value delivery.
• Define and track KPIs related to customer satisfaction, NPS impact, adoption metrics, and advisory ROI.
• Partner with Sales to develop go-to-market strategies and pricing models that position CX Advisory as a strategic differentiator for Genesys.

Qualifications

Required Qualifications

• 15 or more years of progressive experience in customer experience strategy, management consulting, or digital transformation.
• At least 8 years of experience in senior or executive leadership roles.
• Proven success leading large-scale CX, EX, and AI transformation initiatives across business, technology, and human experience domains.
• Deep expertise in organizational change management, including familiarity with Kotter, ADKAR, and Lewin models.
• Strong background in design thinking methodologies for co-creation and problem-solving.
• Demonstrated ability to advise, influence, and present effectively at the executive level.
• Strong analytical and business acumen with the ability to translate complex data into actionable insights.
• Experience building, scaling, and operating advisory or consulting practices.
• Working knowledge of Agile concepts, including user stories, epics, and sprint planning.
• Bachelor's degree or equivalent relevant professional experience.

Preferred Qualifications

• Experience advising enterprise customers on AI-powered customer engagement platforms.
• Background in contact center operations or customer service transformation.
• Experience working in global or matrixed organizations.

Why Genesys

At Genesys, we empower organizations to deliver empathy at scale through AI-powered experience orchestration. The Vice President of CX Advisory will play a central role in advancing this mission-helping our customers redefine the way they engage with their employees and customers through the power of data, AI, and human connection.

#LI-Remote

#LI-AR1

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.