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.
Manager User Experience
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.
One of the great things about working at a company like Genesys is our investment in our people. We believe in helping you find your best fit - we want to help you grow.
Candidate Description
The Manager of User Experience will lead a team of UX designers to deliver user-centered design solutions that align with business goals and user needs. This role is ideal for an experienced manager with expertise in design disciplines such as product design, service design, business design, design research, or product management, and proven experience in defining and executing UX strategies that shape product direction. You will collaborate with cross-functional teams to ensure UX is deeply integrated into the product's long-term vision and roadmap.
Team
WEM is a core part of Genesys Cloud, and helps organizations optimize how their people work. We bring together tools for forecasting and scheduling, quality assurance, performance management, and employee engagement. The goal is to make every interaction between agents, customers, and the business more effective.
Key Responsibilities
Management Responsibilities:
Team Leadership & Development
Lead, mentor, and develop a team of UX designers, providing guidance, feedback, and growth opportunities. Oversee performance reviews, hiring, and promotions, fostering a culture of continuous improvement and high-quality design output.
Resource & Project Management
Allocate designers effectively, prioritize based on product goals, and oversee project execution to ensure timely delivery. Manage day-to-day operations, address bottlenecks, and ensure alignment with business objectives and the product roadmap.
Collaboration & Communication
Partner with product managers, engineers, and stakeholders to integrate user experience into development, while communicating progress and challenges to your leadership.
Proficiency in leading design sprints and participating in agile ceremonies (e.g., daily stand-ups, sprint planning, retrospectives) using tools like Jira to manage tasks, track progress, and ensure alignment between design and development teams throughout the project lifecycle.
Strategic Leadership Responsibilities:
UX Strategy for Product Area
Define and drive the UX strategy for your product area, ensuring it aligns with business goals and shapes overall product strategy. Focus on scalable, feasible, and impactful design approaches that enhance user experience.
Strategic, Data-Driven UX
Identify and participate in the c+reation of key UX artifacts (e.g., user journeys, experience principles) to guide product development and enhance cross-functional collaboration, using user insights and data to refine the design strategy and align with business and user goals.
Qualifications
User-Centered & Analytical Experience: Over 5 years in user experience design, including 1–2 years in a managerial or team lead role. Expertise in user-centered design (personas, user journeys, prototypes, research) and the ability to leverage data for informed, innovative design decisions. A strong portfolio showcasing design strategy, user-centered design, and successful project execution.
Tool Proficiency: Familiarity with design and prototyping tools (e.g., Figma) to effectively guide and support the design team, though they will not be designing directly. Proficiency in collaborative platforms such as Miro and FigJam is essential for facilitating team brainstorming, workshops, and cross-functional collaboration. Additionally, a solid understanding of user research and analytics tools (e.g., Google Analytics, ContentSquare, Maze) will help the manager assess design outcomes and guide strategic decisions.
Education: Bachelor’s or Master’s degree in Design, Human-Computer Interaction (HCI), Interaction Design, or a related field, or equivalent practical experience.
Preferred Experience
Experience in innovation or strategy focused roles, eg working in Product Management, Project Management, Portfolio Management, Consulting industry, or Corporate Strategy roles with a strong user-centered element
If a Genesys employee referred you, please use the link they sent you to apply.
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.
