CX Business Consultant

Overview

We are TeKnowledge, where people lead, and tech empowers. In an ever-evolving technological landscape, standing still is not an option. That’s why at TeKnowledge, we don’t just adapt to change—we ignite it.

We provide expert technology services for AI, Customer Experience and Cybersecurity.

We catalyze innovation at every turn, sparking continuous evolution that drives progress and empowers our clients to lead the way in their industries. We focus on what truly matters: creating lasting, scalable change that drives meaningful progress for our customers, our people, and our company.

We're seeking a results-driven CX (Customer Experience) Business Consultant to partner with clients in assessing, designing, and implementing customer experience solutions that drive measurable business value. This role requires strong expertise in customer journey mapping, digital transformation, and customer engagement strategies. The CX Business Consultant will collaborate closely with key stakeholders to identify opportunities for improvement and deliver actionable recommendations to enhance customer satisfaction and loyalty.

Responsibilities

• Collaborate with clients to understand business objectives and customer experience challenges.
• Conduct comprehensive CX assessments, including customer journey mapping, Voice of the Customer (VoC) analysis, and operational reviews.
• Develop and recommend customer-centric strategies to optimize engagement, satisfaction, and retention.
• Provide subject matter expertise on CX best practices, industry trends, and emerging technologies.
• Partner with cross-functional teams to design and implement CX solutions, including omnichannel experiences and personalized services.
• Facilitate workshops, presentations, and stakeholder interviews to gather insights and align strategies.
• Establish KPIs and performance metrics to evaluate the effectiveness of CX initiatives.
• Support change management efforts and ensure successful adoption of CX strategies.
• Prepare and deliver reports and presentations to clients, stakeholders, and executive leadership.
  
  

Qualifications

• Bachelor's degree in Business, Marketing, Information Technology, or a related field.
• 5+ years of experience in customer experience consulting, business analysis, or digital transformation.
• Strong knowledge of CX platforms such as Genesys, Microsoft, CCaaS, and CPaaS solutions.
• Experience with customer journey mapping tools and Voice of the Customer (VoC) programs.
• Excellent analytical, problem-solving, and communication skills.
• Proven ability to influence and engage stakeholders at all levels.
• Familiarity with project management methodologies, including Agile or Design Thinking.
• Experience working in a consulting or professional services environment.
  
  

Preferred Qualifications

• Experience with Genesys AI-driven CX and contact center solutions including Genesys Cloud CX, Genesys Cloud EX, and AppFoundry Marketplace.
• Experience with AI-powered CX solutions and personalization technologies.
• Certifications in CX-related disciplines or platforms.
• Strong understanding of customer data platforms (CDP) and analytics.
• Background in change management and organizational transformation.