Genesys

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: Digital and UCC.

The Digital team is responsible for designing, building, and maintaining Genesys Cloud’s customer engagement tools across non-voice channels. This includes messaging (chat, SMS, social), email, and web-based interactions. The team works on features like bots, asynchronous messaging, and predictive engagement to support a consistent customer experience across digital platforms. The UCC (Unified Communications & Collaboration) team focuses on internal communication tools within Genesys Cloud. Their work includes maintaining services for voice calling, video meetings, presence, and chat to support collaboration across teams. The goal is to ensure these systems are reliable and integrated into the overall communication workflow.

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.
• Design Sprint management

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.
• Strong UX POV
• Act as the UX representative for your product area, influencing product direction and advocating for the user in all decision-making processes.
• 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.
• Leadership & Communication: Strong interpersonal skills with a proven ability to manage and inspire a creative team. Excellent communication skills to articulate design ideas and influence cross-functional stakeholders. Skilled in workshop facilitation and supporting misaligned groups to get to a shared outcome.
• 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 designing for enterprise-level applications, services, or platforms (specifically support or call centers).
• 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 in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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 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.