Customer Experience Advisory Consultant (AI)

TL;DR

CX Advisory Consultant (AI): Helping leading organizations design, build, and scale AI-powered customer experiences with an accent on connecting business strategy with digital, cloud, and automation transformation. Focus on translating strategy into delivery, operationalizing AI use cases, and proving impact through analytics and experimentation.

Location: Must be based in Malaysia, specifically Kuala Lumpur (Flexible), with travel within APAC up to 30%.

Company

hirify.global empowers organizations to improve loyalty and business outcomes by creating the best customer and employee experiences through its AI-powered Experience Orchestration platform.

What you will do

• Diagnose high-value CX opportunities and co-create transformation roadmaps with strategic customers.
• Translate CX strategy into delivery plans, driving POCs, scaled rollouts, and embedding governance.
• Design customer journeys and solutions leveraging AI, bots, agent assist, and workflow automation.
• Operationalize AI use cases, defining guardrails and guiding adoption across the organization.
• Lead change and adoption, driving communication, training, and coaching for AI and automation initiatives.
• Prove impact through analytics and experimentation, quantifying ROI and influencing C-level stakeholders.

Requirements

• Bachelor’s degree in Business, Technology, or equivalent practical experience in CX consulting, digital transformation, or Customer Experience operations.
• 3+ years of consulting experience across CX, Digital, Reporting & Analytics, and 3+ years leading large-scale CX/Digital/Operational transformation projects.
• Strong knowledge of customer experience and CX operations (KPIs/metrics, best practices, employee experience, technology enablement).
• Proven excellence in customer-facing leadership: workshops, top-tier presentations, and C-level stakeholder engagement.
• Outstanding communication skills across business and technical audiences, combined with analytical problem-solving and Agile familiarity.
• Must be legally permitted to work in Malaysia.

Nice to have

• Hands-on experience with AI/automation in CX (voice/digital bots, conversational design, agent assist, predictive routing, workflow automation, LLM-enabled features).
• Working knowledge of data, NLP/NLU basics, prompt/response design, and responsible AI principles (privacy, bias, security).
• Familiarity with cloud integration patterns and APIs for CX ecosystems.
• Experience with hirify.global Cloud or other leading CX platforms.

Culture & Benefits

• Empowering culture that embraces empathy and cultivates collaboration.
• Employees have the independence to make a larger impact on the company and take ownership of their work.
• Offers great benefits and perks similar to larger tech companies.
• Committed to fairness in the workplace as an equal opportunity employer.