Senior Principal Consultant - Senior Customer Experience (CX) Analyst – IT Support

Ready to build the future with AI?  

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Senior Principal Consultant - Senior Customer Experience (CX) Analyst – IT Support 

In this role, you will be responsible to lead the execution of customer-facing IT support experiences across digital and human-assisted channels. This role is responsible for managing chatbot and self-service portal performance, optimizing experience metrics (XLAs), and driving continuous improvement in Tier 1 support operations. The ideal candidate will lead a global team, collaborate with cross-functional partners, and champion intuitive, proactive, and scalable support journeys that elevate user satisfaction and reduce friction 

Responsibilities

• Own and manage Tier 1 digital support operations across chatbot, portal, and knowledge base platforms. 
• Ensure consistent, high-quality customer experiences across all self-service and AI-assisted channels. 
• Drive adoption, usability, and performance of chatbot and self-service portal. 
• Monitor and improve Experience Level Agreements (XLAs), including Customer Effort Score (CES), CSAT, sentiment, and containment rate. 
• Execute feedback loops using survey data, chatbot transcripts, and voice-of-customer insights to identify and resolve pain points. 
• Lead a team of CX specialists, providing coaching, performance management, and fostering a user-centric culture. 
• Promote operational excellence and digital behavior awareness across the team. 
• Serve as the operational owner of chatbot effectiveness, working with automation/AI teams to optimize conversation flows, escalation logic, and deflection strategies. 
• Collaborate with knowledge managers to ensure content is accurate, relevant, and optimized for self-service. 
• Partner with change management and communications teams to drive adoption of digital support tools through campaigns, training, and in-channel messaging. 
• Support service transformation initiatives to shift Tier 1 support from reactive to proactive and predictive experiences. 
• Track and report key operational and experience metrics. 
• Provide actionable insights and recommendations to CX leadership for continuous service improvement. 

Qualifications we seek in you! 

Minimum Qualifications

• Strong understanding of modern support platforms (e.g., ServiceNow, Freshdesk, or similar), chatbots, and knowledge base tools 
• Comfortable using analytics dashboards to interpret usage trends, satisfaction data, and channel effectiveness 
• Exposure to digital transformation or automation programs is a plus 
• Familiarity with CX frameworks like Design Thinking or Voice of Customer programs 
• Able to support campaign-style efforts to increase adoption of self-service and AI-powered tools 
• Experience working across change management, training, and communications teams to embed digital support behaviors 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  
• Comfortable using analytics dashboards to interpret usage trends, satisfaction data, and channel effectiveness 
• Exposure to digital transformation or automation programs is a plus 
• Familiarity with CX frameworks like Design Thinking or Voice of Customer programs 
• Able to support campaign-style efforts to increase adoption of self-service and AI-powered tools 
• Experience working across change management, training, and communications teams to embed digital support behaviors 
• Certification in CX tools (e.g., Qualtrics, CCXP) is added advantage 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  

Preferred Qualifications/ Skills

Why Join Genpact?

• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills  
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress  

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.   

Let’s build tomorrow together.  

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.   
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.