Principal CX Advisory Consultant (AI)

TL;DR

Principal CX Advisory Consultant (AI): Delivering high-impact consulting services for strategic and structural CX and EX domains with an accent on guiding customers through CCaaS transformation journeys. Focus on championing best practices in CX, EX, Digital, and AI, and leading organizational change processes for solution adoption.

Location: United Kingdom (with occasional travel)

Company

hirify.global empowers over 8,000 organizations worldwide to improve customer and employee experiences using its AI-powered Experience Orchestration platform, hirify.global Cloud.

What you will do

• Interface with key client stakeholders and executives to shape CCaaS transformation programs.
• Identify, understand, and address business problems through interpersonal and analytical assessment.
• Analyze current business operations, facilitate workshops, and lead process improvements leveraging AI-powered solutions.
• Collaborate with customer teams to understand key requirements, document, and prioritize them on a transformational roadmap.
• Facilitate discussions between business and technical teams to find ideal solutions and develop ROI analysis.
• Support stakeholders to develop and lead actionable and targeted change management plans.

Requirements

• Demonstrated excellence in customer-facing engagements, including leading workshops and delivering compelling presentations.
• Exceptional communication skills with the ability to engage confidently across business, technical, and executive audiences.
• Proven consulting experience in CX, EX, Digital, AI, and Contact Centre Operations.
• Track record of contributing to large-scale transformation programs that drive meaningful change.
• Familiarity with recognized change management frameworks (e.g., Kotter’s, ADKAR, Lewin’s models) and Design Thinking methodologies.
• Working knowledge of Agile methodologies.
• Fluency in English is essential.

Culture & Benefits

• Work in a global, multicultural environment with cutting-edge software technologies.
• Independence to make a larger impact on the company and take ownership of work.
• Embrace empathy and cultivate collaboration to succeed.
• Offers great benefits and perks, similar to larger tech companies.