Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
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.
Summary
Genesys is looking for a UX Research Manager to lead and elevate our research practice across multiple product teams. In this role, you'll coach and develop researchers through focused 1:1s and skill-building, champion research excellence through quality oversight and methodology guidance, and foster a strong research community within our distributed team structure. You'll surface insights and patterns across teams, ensuring research aligns with product priorities and directly influences business decisions.
Working closely with design, product, engineering, and executive stakeholders, you'll champion user-centered decision-making at scale. If you're passionate about growing research talent, fostering collaboration across distributed teams, and translating insights into action, we'd love to hear from you.
Key Responsibilities:
Coaching & Development: Lead regular 1:1s to support researcher growth through targeted feedback, skill-building, and clear career pathways. Identify strengths and development needs while fostering advancement across all levels.
Research Excellence: Uphold research quality by reviewing plans and deliverables for clarity, rigor, and alignment with product goals. Provide methodological guidance, balance qualitative and quantitative approaches, and set high standards for execution.
Community Building: Cultivate a connected, collaborative research community across a distributed team through knowledge sharing, engagement, and integrated collaboration practices.
Strategic Alignment: Synthesize insights across teams to connect research findings with organizational strategy. Identify cross-functional themes and ensure research drives impactful product and business decisions.
Onboarding & Training: Design and deliver onboarding and training programs covering research methods, facilitation, responsible AI use, and ethical practices to accelerate new researcher integration.
Stakeholder Influence: Communicate insights effectively to influence stakeholders. Translate complex findings into clear, data-driven narratives that advocate for user needs and align decisions across teams.
Research Operations: Develop and refine scalable research processes, tools, and frameworks. Ensure efficiency, ethical rigor, and responsible AI integration throughout all research activities.
Minimum Requirements
7+ years of experience in user research with demonstrated leadership of research teams and complex, multi-method research initiatives
Proven experience coaching and developing researchers at various career levels through 1:1s, feedback, and skill-building
Expert proficiency in qualitative and quantitative research methodologies (usability testing, ethnography, surveys, analytics)
Degree or equivalent experience in Human-Computer Interaction (HCI), Cognitive Psychology, Anthropology, Sociology, Design, or related field
Strong ability to review and provide constructive feedback on research plans, methodologies, and deliverables
Exceptional communication and presentation skills with ability to translate complex research findings into actionable insights
Experience building community and connection within distributed or embedded team structures
Demonstrated ability to create alignment among senior stakeholders and influence product strategy
Strong understanding of ethical research practices and responsible data handling
Advanced skills in research tools and platforms (e.g., Maze, Qualtrics, Dovetail, analytics platforms)
Desirable Skills
Experience conducting research for enterprise-level applications, services, or platforms (specifically support or contact centers)
Experience establishing or scaling research operations and practices within organizations
Experience working with AI-powered products or features, including responsible AI integration practices
Track record of building cross-functional partnerships with data science, design, and product teams
Our Benefits:
Flexible work schedules and work-from-home options
Development and career growth opportunities
Excellent pension scheme
Bonus scheme
Health Insurance
Income Protection & Life Assurance
Family-friendly leave allowances, including paid maternity and paternity leave.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness 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.
