This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Principal Solution Strategist - Customer Experience & AI based in Australia.
This is a strategic consulting role focused on helping organisations transform customer experiences through innovative technology, AI, automation, and cloud solutions.
You will work with senior stakeholders to define transformation strategies, operating models, and technology roadmaps that deliver measurable business outcomes.
The role combines customer experience expertise, enterprise architecture, and emerging AI capabilities to shape future-ready solutions.
You will advise organisations on complex technology decisions while creating intelligent ecosystems that improve customer and employee journeys.
This position offers the opportunity to influence large-scale digital transformation initiatives across enterprise environments.
You will collaborate with business leaders, technical teams, and industry experts to deliver impactful customer experience strategies.
The role is ideal for a strategic thinker passionate about innovation, AI adoption, and creating meaningful business change.
Accountabilities:
You will be responsible for providing strategic guidance, consulting expertise, and technology leadership to help organisations modernise customer experience capabilities. Working closely with executive stakeholders, you will translate business challenges into actionable transformation strategies and scalable technology solutions.
- Partner with executive stakeholders to define customer experience visions, strategic goals, and transformation roadmaps.
- Conduct business assessments, maturity reviews, and current-state analyses to identify opportunities for improvement.
- Advise customers on CX, CCaaS, CRM, workflow, AI, and automation platforms based on business needs and long-term objectives.
- Provide vendor-agnostic recommendations that maximise business value and support future innovation.
- Develop future-state operating models aligned with people, processes, technology, governance, and data.
- Design enterprise AI strategies that enable intelligent automation across customer and employee workflows.
- Advise on AI integration patterns, including MCP, A2A architectures, APIs, event-driven frameworks, and orchestration models.
- Identify opportunities to create connected and autonomous business processes through AI-powered solutions.
- Recommend enterprise architectures that support scalable customer experience transformation.
- Prepare executive-level recommendations supported by business cases, cost-benefit analysis, and measurable outcomes.
- Lead strategic workshops and consulting sessions with C-suite stakeholders and business leaders.
- Contribute thought leadership through customer briefings, industry insights, and transformation initiatives.
Requirements:
The ideal candidate is an experienced technology strategist with strong consulting capabilities, customer experience expertise, and the ability to connect business objectives with innovative technology solutions. You should be comfortable influencing senior executives and leading complex transformation programs.
- 10+ years of experience in Customer Experience, Contact Centre transformation, digital transformation, enterprise architecture, technology consulting, or strategic advisory roles.
- Proven experience engaging with C-suite stakeholders and translating complex technology concepts into business outcomes.
- Strong background in customer-facing consulting engagements and solution strategy development.
- Experience assessing and recommending CX, CCaaS, CRM, workflow, AI, and automation platforms.
- Demonstrated ability to develop enterprise customer experience frameworks and governance models.
- Strong understanding of AI technologies, automation strategies, and enterprise AI governance.
- Knowledge of AI ecosystems, including Large Language Models (LLMs), MCP, A2A architectures, APIs, and orchestration frameworks.
- Experience with enterprise platforms such as Genesys, Salesforce, ServiceNow, Microsoft, AWS, Amazon Connect, or similar technologies.
- Strong analytical, problem-solving, communication, documentation, and presentation skills.
- Experience leading large-scale digital transformation and customer service modernisation programs.
- Ability to operate effectively in complex enterprise, government, or regulated industry environments.
- Ability to manage competing priorities, solve challenging problems, and deliver strategic outcomes.
Benefits:
- Opportunity to work on high-impact digital transformation initiatives across large enterprise organisations.
- Flexible and remote working options to support work-life balance.
- Professional development opportunities to grow your expertise and career.
- Collaborative and inclusive workplace culture focused on innovation and teamwork.
- Exposure to leading technologies across AI, automation, cloud, and customer experience platforms.
- Opportunity to work alongside experienced technology professionals and industry experts.
- Supportive environment where contributions are recognised and valued.
- Access to employee perks, social events, and workplace initiatives.
- Chance to contribute to meaningful projects that improve customer and employee experiences.
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