Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Are you interested in working for a global enterprise software company to create and deliver our vision for the future of experience delivery? We are seeking a dynamic and motivated individual to join our team as a Business Value Specialist, with a specific focus on the business value derived from AI driven experience orchestration solutions. In this role, you will be an integral part of our efforts to assess, quantify, and communicate the impact of our cloud solutions on our clients’ business objectives. If you have a passion for technology, customer experience, and driving tangible business outcomes, we encourage you to apply.
Business Value Specialist
As a Business Value Specialist, you will be responsible for connecting customer experience delivery requirements, to the vision of what is possible, and to the outcomes delivered by our platform. You will do so by workshopping the journey with the customer, finding the moments of truth, quantifying the stakes, and telling the end-to-end story that makes acting an imperative supported by value benchmarking and quantitative discovery methodologies. Success will be measured by differential win rates when you are engaged as well as bookings growth and satisfaction scores.

What You’ll Do:

• You are an ambitious and results-driven professional with a passion for exploring the intersection of technology and business.
• Your expertise lies in but is not limited to the realm of AI, CCaaS, and Experience Orchestration solutions, where you are dedicated to unravelling the immense potential that these technologies hold in revolutionizing customer experiences.
• With a solid educational background in Business and a keen interest in emerging technologies, you bring a fresh perspective to the dynamic landscape of experience delivery. Your analytical mindset allows you to delve into the intricacies of client challenges, seeking innovative ways to enhance their customer experience through the implementation of cutting-edge solutions.
• You thrive on the opportunity to conduct value assessments, collaborating closely with clients and internal teams to understand unique business objectives. Leveraging your skills in data analytics, you excel in quantifying the business impact of experience delivery platforms on key performance indicators. You are committed to showcasing the tangible return on investment and delivering compelling value propositions to our clients.
• In addition to your technical acumen, you are a strong communicator with excellent presentation skills. You enjoy working collaboratively with cross-functional teams, including sales, customer service, and marketing, to align on strategies that effectively communicate the business value of cloud solutions.
• Your journey in the world of business analysis and customer experience has equipped you with a foundation for continuous learning. You stay abreast of industry trends and best practices, always seeking opportunities to contribute insights that drive the improvement of the usage of our offerings.
• You are excited about the transformative power of experience solutions and eager to contribute to the success of our clients by unlocking the full potential of customer experiences in the digital era.

The primary responsibilities for this role include (but are not limited to). Value Assessment:

• Collaborate with clients and internal teams to understand their business challenges and objectives related to customer experience.
• Conduct thorough assessments to identify and evaluate the potential value of modern experience solutions in addressing these challenges.

Quantification of Business Impact:

• Contribute to the ongoing development of methodologies to quantify the business impact of potential solutions on key performance indicators (KPIs) such as customer satisfaction, efficiency, and revenue growth.
• Utilize data analytics and financial modeling to demonstrate the total cost of ownership and/or the return on investment for clients.

Compelling Presentation of Insights:

• Translate complex requirements and data into clear and compelling insights for both technical and non-technical stakeholders.
• Craft and deliver visually engaging presentations that effectively communicate the business value of potential solutions.

Collaboration and Continuous Improvement:

• Work closely with sales, service, industry, and innovation teams to align on messaging and value propositions of experience orchestration solutions.
• Lead and provide support in client meetings and presentations to effectively communicate the business value of our offerings through the lens of the customers’ unique business needs.
• Continually partner with fellow Business Value Specialists to mutually discuss the latest client findings, industry research, product adoption use cases, and value assessment methods,
• Stay informed about industry trends, best practices, and emerging technologies related to CCaaS, AI, channel strategy, innovative use cases and other customer experience solutions / applications.
• Contribute insights and feedback to enhance the scope, interpretation, and approach to customer discovery, use case adoption, and value impact assessment within and beyond the Business Value organization.

You’ve been there and done this…

• Bachelor’s degree in business, marketing, or a related field.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Excellent communication and presentation skills in both English and Japanese, with a focus on delivering impactful insights.
• A deep understanding of the Japanese and Australian business, sales and consulting culture is a must.
• Interest in technology, specifically experience delivery solutions and their business impact.
• Ability to work collaboratively in a fast-paced environment.
• Ability and desire to become hands-on with customers in leading workshops, collaborative discussions, and solution use case education.
• Knowledge and experience with people-centric design, journey mapping, and workshop facilitation
• Previous experience in business analysis, customer experience, solution consulting, solution architecture or technology-related projects is a plus.
• Based in Sydney, Australia with ability to travel, for business priorities, up to 50% within Australia, New Zealand, and Japan.

Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in in Australia.

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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

What You’ll Do:

• You are an ambitious and results-driven professional with a passion for exploring the intersection of technology and business.
• Your expertise lies in but is not limited to the realm of AI, CCaaS, and Experience Orchestration solutions, where you are dedicated to unravelling the immense potential that these technologies hold in revolutionizing customer experiences.
• With a solid educational background in Business and a keen interest in emerging technologies, you bring a fresh perspective to the dynamic landscape of experience delivery. Your analytical mindset allows you to delve into the intricacies of client challenges, seeking innovative ways to enhance their customer experience through the implementation of cutting-edge solutions.
• You thrive on the opportunity to conduct value assessments, collaborating closely with clients and internal teams to understand unique business objectives. Leveraging your skills in data analytics, you excel in quantifying the business impact of experience delivery platforms on key performance indicators. You are committed to showcasing the tangible return on investment and delivering compelling value propositions to our clients.
• In addition to your technical acumen, you are a strong communicator with excellent presentation skills. You enjoy working collaboratively with cross-functional teams, including sales, customer service, and marketing, to align on strategies that effectively communicate the business value of cloud solutions.
• Your journey in the world of business analysis and customer experience has equipped you with a foundation for continuous learning. You stay abreast of industry trends and best practices, always seeking opportunities to contribute insights that drive the improvement of the usage of our offerings.
• You are excited about the transformative power of experience solutions and eager to contribute to the success of our clients by unlocking the full potential of customer experiences in the digital era

The primary responsibilities for this role include (but are not limited to). Value Assessment:

• Collaborate with clients and internal teams to understand their business challenges and objectives related to customer experience.
• Conduct thorough assessments to identify and evaluate the potential value of modern experience solutions in addressing these challenges