CX Advisory Consultant (AI)

Location: Tokyo, Japan; hybrid/flexible working. Applicants must be legally permitted to work in Japan. Travel within APAC may reach 30%.

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for customer and employee experiences.

What you will do

• Advise strategic customers on high-value customer experience opportunities across digital, voice, and contact center operations.
• Co-create CX transformation roadmaps aligned with business goals, technology capabilities, data strategy, and AI readiness.
• Translate strategy into delivery plans, backlogs, releases, proofs of concept, pilots, governance, and success metrics.
• Design customer journeys, functional solutions, and operational configurations using bots, agent assistance, routing, and workflow automation.
• Lead AI adoption through use-case definition, guardrails, communication, training, coaching, and scaled rollout.
• Run analytics and experimentation, build business cases, quantify ROI, and present recommendations to executive stakeholders.

Requirements

• Bachelor’s degree in Business, Technology, or a related field, or equivalent practical experience.
• At least 3 years of consulting experience in CX, digital transformation, reporting and analytics, or customer experience operations.
• At least 3 years leading large-scale CX, digital, or operational transformation projects with measurable business change.
• Strong knowledge of CX operations, KPIs, best practices, employee experience, and technology enablement.
• Customer-facing leadership experience with workshops, executive presentations, and C-level stakeholder engagement; familiarity with Agile practices is required.
• Native-level Japanese and business-level English; legal authorization to work in Japan.

Nice to have

• Experience with hirify.global Cloud or another leading CX platform.
• Hands-on experience with AI and automation in CX, including bots, conversational design, agent assistance, predictive routing, workflow automation, or LLM-enabled features.
• Knowledge of data, NLP/NLU, prompt and response design, responsible AI, cloud integration patterns, and APIs.

Culture & Benefits

• Work with AI-powered technology used by more than 8,000 organizations worldwide.
• Flexible-first working culture and collaboration with global, cross-functional teams.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews, followed by final-step communication.