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Research and Development
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180001OY Requisition #
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Job Summary:
The Global Head of User Experience and Design (Head of UX) will report directly to the most senior level of our Product Management organization (SVP Product Management) and oversee all aspects of the user experience across the Genesys product portfolio. The head of UX will manage a team of 25 UX professionals globally with the objective to a) creating a unified UX vision for the company, b) implementing the guidelines, tools and processes required to scale great design across Genesys’ large product organization, and to c) drive the successful execution of the UX strategy across Genesys. As part of this transformation, the Head of UX employs design thinking as a guiding principle and works – together with the team – with users, partners, product managers, engineers, marketing, and other constituents across Genesys and its ecosystem. The UX team plays a key role in the development and delivery of delightful, end-to-end user experiences. This is a hands-on leadership role requiring a user-centric view into our solutions and a passion for creating high-impact user experiences at scale. You will bring the smarts of a product manager to understand prioritization and how to measure outcomes. In return, you will work in a fast-paced, rapidly evolving, dynamic environment in a high growth, AI-powered cloud company.
 
Responsibilities:
  • Understand and engage with customers and other stakeholders on comprehensive set of topics, including strategy, roadmaps, and user journey performance.
  • Collaborate with a team comprised of product managers, architects, engineers, branding experts, and key customer contacts to envision and iterate a highly desirable, technically feasible and economically viable UX vision for Genesys.
  • Partner with Product Management to integrate and prioritize UX requirements into product roadmaps.
  • Participating in key sprints and product reviews in partnership with the Product Manager(s).
  • Implement the guidelines, tools and processes required to scale great design across Genesys’ large product organization.
  • Develop guidelines or best practices for designing customer journeys (continuously update playbook).
  • Setup customer research and user testing (e.g., customer and staff panels, personas, analytics).
  • Participate and present in senior executive meetings.

Requirements:
  • BS degree in a business discipline or Computer Science, Information Systems or equivalent experience required, MBA preferred.
  • 10+ years of applied UX/UI design experience and 8+ years of design leadership.
  • Experience in design-thinking or other structured innovation methodologies.
  • Proven ability to set up the right systems, tools, processes and guidelines to scale a superior UX design across a large engineering team and product set.
  • Well-developed strategic-thinking skills, with the ability to excite and lead others in a highly collaborative environment.
  • Sense of urgency with disposition to execute and a demonstrated career of successful program implementations.
  • Hands-on capabilities, and proven experience in gathering and transforming user experiences.
  • Understanding of customer transactions and communication, marketing, operational work flows, ERP technologies, as well as development methodology for a complex multi-business products.
  • Strong user experience (UX/CX)/design sense, with a record of building great products.
  • Ability to think like a customer and see our experiences through a user-centric view.
  • Top notch written, visual and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle and handling sensitive customer escalations.

About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. 

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