Lead Business Consultant, VRS, CX

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Business Consultant, VRS, CX based in Canada.

This role offers the opportunity to lead strategic consulting engagements focused on customer experience transformation and measurable business value creation. You will guide enterprise customers in maximizing the impact of advanced CX, analytics, and contact center solutions. The position combines business consulting, technology expertise, and stakeholder leadership to drive successful adoption and ROI. You will act as a trusted advisor to senior customer leaders, helping organizations optimize processes, people, and technology. Working across complex, cross-functional environments, you will shape consulting methodologies and deliver impactful transformation programs. This opportunity is ideal for an experienced consultant who thrives on solving business challenges and creating lasting customer outcomes.

Accountabilities:: The Lead Business Consultant is responsible for driving customer value realization through strategic advisory, consulting delivery, and business transformation initiatives. This role requires ownership of customer business cases, close collaboration with internal and external stakeholders, and the ability to translate technology capabilities into measurable business outcomes.

Lead consulting engagements focused on customer experience transformation, contact center optimization, and business improvement initiatives.

Develop and own customer business cases, value realization strategies, ROI models, and impact assessments.

Provide best-practice guidance to help customers optimize processes and maximize the value of technology solutions.

Design transformation strategies across people, processes, and technology to support successful adoption.

Serve as a trusted advisor to senior customer stakeholders, building strong relationships and ensuring alignment throughout engagements.

Lead multi-product consulting programs and coordinate activities across business, technical, and delivery teams.

Establish success criteria, track progress, and ensure accountability toward measurable business outcomes.

Translate business cases into actionable plans, solution designs, and implementation priorities.

Support launch strategies by aligning use cases, customer objectives, and value opportunities.

Facilitate stakeholder alignment and secure commitment from internal and external teams.

Provide strategic recommendations and executive-level presentations highlighting business impact.

Identify opportunities for additional consulting engagements, renewals, and business growth.

Contribute to the continuous improvement of consulting methodologies, frameworks, and delivery practices.

Requirements:

The ideal candidate is an experienced business consultant with a strong background in customer experience strategy, contact center transformation, and technology-enabled business improvement. They should combine analytical expertise, consulting skills, and industry knowledge to influence stakeholders and deliver measurable results.

8+ years of experience in consulting roles focused on CX strategy, contact center transformation, software solutions, or CCaaS environments.

Proven experience leading consulting engagements that deliver measurable business value through technology adoption.

Strong understanding of customer experience platforms, quality management, analytics, and modern AI-enabled CX capabilities.

Experience applying AI technologies, including AI/LLMs, to improve processes and automate business activities is highly preferred.

Familiarity with interaction analytics, speech analytics, text analytics, or comparable platforms is required.

Strong analytical and data-driven mindset with the ability to translate insights into actionable strategies.

Experience developing business cases, financial analysis, ROI models, and value realization plans.

Excellent communication, presentation, and stakeholder management skills, including the ability to engage executive audiences.

Ability to influence cross-functional teams within complex matrix organizations.

Strong project management skills with the ability to manage competing priorities and meet deadlines.

Ability to create polished executive presentations and strategic recommendations.

Intellectual curiosity, adaptability, and a passion for continuous improvement.

Benefits:

Opportunity to work remotely from Canada.

Chance to lead high-impact transformation initiatives with enterprise customers.

Exposure to innovative customer experience, analytics, cloud, and AI-driven technologies.

Collaborative environment with experienced professionals across multiple disciplines.

Opportunities for career growth and internal mobility within a global organization.

Ability to develop expertise in emerging CX technologies and strategic consulting practices.

Inclusive workplace culture focused on innovation, learning, and professional development.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1