Research and Development
2100024Q Requisition #

At the root of Genesys is empathy, or our passion for our customers, users, and employees—it's the basis for how we operate. As a Lead UX Researcher at Genesys, you’ll be helping create a whole new genre within the Customer Experience industry, Experience as a Service. 

The UX Research team is looking for an experienced, passionate, curious, and open-minded Lead UX Researcher to help shape the future of the practice and be an advocate and evangelist for human insight across Genesys. As a valued member of the UX Research team, you are a go-to person, can work collaboratively or autonomously, and serve as an expert in user-centered best practices.

As a lead researcher, you are confident in communication. You will have the opportunity to work within and across multi-disciplinary teams to design and deliver research projects, and to mentor, train and empower others to do the same. In this role, you'll also work collaboratively with Product Management and Engineering teams to create frictionless user experiences, as well as, ensure timelines and commitments are met. Ultimately, as a leader, you will elevate the research practice across Genesys.


Location: For this role, we are open to candidates being eventually office based in Galway, remote workers long term or a mix of both.


Responsibilities / Job Duties:

  • Adapt and advance research as a discipline and a practice through a highly collaborative and inclusive style. 
  • Have expertise and mentor others in a range of user experience research approaches and take responsibility for training and craft development across Genesys.
  • Help to evolve the research practice, pulling in innovative methods from external and internal expertise.
  • Shape unique research methods to inform products and services across Genesys.
  • Establish and facilitate best practices and evolve processes, while cultivating community.
  • Represent Genesys within the wider research community, for instance by publishing articles on behalf of Genesys and presenting at conferences as a Genesys discipline leader.

Likely skillset and experience will include:

  • Experience leading and growing teams of researchers.
  • Experience conceptualizing and facilitating research initiatives, from problem identification and evaluation through user engagement, ensuring insights shape the design of products and experiences.
  • Strong strategic, analytical, and creative skills with a history of tackling and solving complex research challenges.
  • Ability to work collaboratively and communicate effectively with colleagues, customers and partners.
  • Comfort with ambiguity yet unstoppable drive to create order out of chaos.
  • Understanding of service design and digital product design.
  • Passion for evolving research methods; flexible in approaches such that you see opportunities for research where others might see constraints.


Required Qualifications:

  • 5+ years of proven UX/Design Research experience; preferably on agile teams.
  • Experience leading and collaborating with multi-disciplinary teams.
  • Experience leading and mentoring other researchers.
  • Experience leading qualitative, quantitative, and mixed methods research; familiarity with a variety of methodologies, and a track record of experimenting with new research techniques.
  • Demonstrated understanding of the strengths and shortcomings of diverse research methods, including when and how to apply them during the product development process.
  • Experience with storytelling through various mediums and formats.
  • Experience applying research insights to create design solutions.
  • Has the ability to communicate impactfully with diverse stakeholders.
  • Thrive in a fast-paced work environment that requires independent self-direction with an aptitude for team collaboration and open communication.
  • Proactive and takes ownership for producing positive results.
  • Contributes as a valued team member and colleague with leaders at all levels.
  • Demonstrates personal self-awareness and desire for continual learning and personal development.
  • Must possess the presentation skills and professionalism to project a professional image, both internally and externally.


Preferred Qualifications:

  • Degree(s) in design, anthropology, human factors, psychology, human-computer interaction, behavioral science, cognitive science, other social sciences, a related field, or equivalent practical experience.
  • Experience in Enterprise SaaS.
  • Experience in Support and/or Call Center business models.


Special Position Requirements:

  • Must be willing to travel up to 20% (Exceptions due to COVID-19)
  • Ability to travel internationally


  • 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 


Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity 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.

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