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.
Staff User Experience Researcher
At Genesys, we believe every great product starts with understanding people. As a Staff UX Researcher, you’ll be the voice of our users - leading strategic and agile research that shapes product decisions, inspires design, and drives meaningful outcomes for millions of customers. You’ll work together with product and design teams, blending rigor and speed to uncover insights that move the needle. This role is ideal for someone who thrives on collaboration, brings clarity to complexity, and is passionate about making research a catalyst for innovation.
Team Overview:
Our global UX organization includes more than 100 professionals in design, research, education, and operations. We value collaboration, curiosity, and continuous growth - both as individuals and as a team.
The Work Automation team is redefining how complex, long-running customer experiences are managed. We design systems that help organizations orchestrate multi-step, multi-actor journeys (such as service requests, applications, and approvals) that span teams, time, and tools. Our mission is to make sophisticated workflows feel simple, intuitive for agents, flexible for supervisors, and adaptable to modern work. We’re building the foundation for a new product category within Genesys Cloud, extending the power of experience orchestration beyond interactions to the full lifecycle of customer experiences.
As a Staff UX Researcher, you’ll turn curiosity into clarity and insights into impact. You’ll lead research that shapes product direction, influence strategy with compelling storytelling, and champion a user-first mindset across teams.
What you’ll do:
Lead with insight: Design and execute studies that blend qualitative depth with quantitative validation. Use lean, rapid techniques to uncover actionable findings that guide smart, timely decisions.
Shape product and strategy: Bring insights to life through storytelling, workshops, and real-time collaboration—connecting user needs to business outcomes and helping teams move forward with confidence.
Collaborate to create: Partner with designers, PMs, and engineers in daily rituals and co-synthesis sessions, ensuring research is a shared foundation for decision-making.
Elevate the craft: Mentor peers, refine methods, and spread best practices that strengthen the research culture and promote continuous learning across Genesys.
Requirements:
8+ years of UX or product research experience, ideally in SaaS or enterprise environments.
Deep expertise in both qualitative and quantitative methods.
Proven ability to influence design and strategy through clear, actionable insights.
Strong communication, facilitation, and storytelling skills.
Experience mentoring others and advancing research maturity within organizations.
What Success Looks Like:
You’re a trusted strategic partner who helps product and design make better decisions faster.
Research is embedded in every product conversation—from discovery to delivery.
Your insights directly influence product roadmaps and strategy, driving measurable business outcomes.
Teams proactively engage you in planning, synthesis, and learning sessions.
You model how agile research can combine speed and rigor without compromise.
Your mentorship and leadership elevate the team’s overall research capability and confidence.
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
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 [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—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.
Top Skills
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
