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.
The Senior Manager User Experience Design will be a seasoned design leader with a proven track record of managing and mentoring senior UX designers and managers, driving design strategy, and solving complex problems through systems thinking. This candidate must excel in collaborating cross-functionally with product, engineering, and other business leaders, and providing strategic direction to enhance the overall user experience across multiple platforms and products.
You are a visionary who not only understands the nuances of exceptional design but also possesses the ability to align design efforts with business goals, ensuring that the user experience is both innovative and effective. Your expertise in design systems, design thinking, and user-centered design will enable you to lead design initiatives that are both forward-thinking and grounded in real-world user needs.
The Team
The Analytics & Journey Management UX team is at the heart of how Genesys delivers frictionless, personalized customer experiences at scale. We design interfaces that transform complex customer interaction data into intuitive, actionable insights—giving business users the power to understand and optimize every moment in the customer journey.
Our work powers a suite of capabilities including:
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Journey Analytics – enabling users to monitor, measure, and improve the customer experience across channels with dashboards that highlight trends, drop-offs, and opportunities.
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Journey Data Management – turning siloed data into structured pipelines that fuel real-time visibility into end-to-end customer behavior.
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Journey Orchestration – empowering users with tools to design and automate journeys that are responsive, proactive, and tailored to each customer.
We partner closely with AI, product, and engineering teams to bring clarity to complexity—using visualization, prediction, and guidance to make sense of dynamic interactions across the lifecycle. Whether surfacing a strategic KPI or highlighting a single moment of friction, our experiences are designed to drive decisions and improve outcomes.
This team’s design focus ensures that Genesys customers can easily interpret, act on, and scale insights—fueling journey-driven transformation across industries.
Key Responsibilities
Management Responsibilities:
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Team Leadership & Development
Lead, mentor, and develop a team of senior level UX designers and managers providing guidance, feedback, and growth opportunities. Oversee performance reviews, hiring, and promotions, fostering a culture of continuous improvement and high-quality design output.
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Resource & Project Management
Allocate designers effectively across a wide scope of products, prioritizing based on product goals. Oversee project execution on ambiguous and complex initiatives to ensure timely delivery. Manage day-to-day operations, address bottlenecks, and ensure alignment with business objectives and the product roadmap.
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Collaboration & Communication
Partner with product managers, engineers, and stakeholders ensuring that user experience is seamlessly integrated into the product development lifecycle. Additionally, you will regularly communicate design progress, challenges, and strategic decisions to senior leadership, advocating for the user experience and ensuring that design is aligned with long-term business goals.
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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:
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Advanced Workshop Facilitation: Lead and facilitate high-level workshops with senior stakeholders, cross-functional teams, and clients. You will be expected to have strong expertise in guiding discussions, navigating conflicts, and building consensus among diverse groups to align on UX strategy and design direction.
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UX Strategy for Product Areas: Define and drive UX strategy across multiple product areas, ensuring it aligns with business goals and influences the overall product strategy. Lead initiatives that create scalable, feasible, and impactful design solutions that elevate user experience.
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Strong UX POV: Act as the UX representative for your product areas, influencing product direction and ensuring that user-centered design principles are integrated into all decision-making processes. Advocate for the user across all stages of product development.
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Strategic, Data-Driven UX: Identify and participate in the creation 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.
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Managing Change & Adaptability: Lead the team through business shifts, product changes, and new technologies, ensuring designs remain adaptable and focused on delivering exceptional user experiences.
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Business Impact & Managing Up: Align UX initiatives with broader business objectives, presenting strategic design progress to senior leadership. Influence decision-making to ensure UX’s role in shaping product outcomes is well understood and supported at the highest levels.
Qualifications
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Experience: 8+ years of experience in user experience design, with at least 3 years in a leadership role overseeing design teams. 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.
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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, UserTesting) will help the manager assess design outcomes and guide strategic decisions.
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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. Advanced in workshop facilitation and supporting groups to get to a shared outcome.
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User-Centered & Strategic Mindset: Deep understanding of user-centered design methodologies, including the development of personas, value propositions, user journeys, service blueprints, wireframes, prototypes, road mapping and conducting market/competitor analysis and user research.
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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
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Experience in designing for enterprise-level applications, services, or platforms (specifically support or call centers).
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:
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Genesys is an equal opportunity employer committed to equity 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.
