Staff UX Researcher, Usability Specialist

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.

Who is Genesys?

Every year, Genesys creates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. We have 8000+ employees that hail from 50+ countries and speak 15+ languages. Just like this role, our research team is fully remote. Our researchers work as part of multi-disciplinary teams that balance the thinking required to understand complex problems with the work and flexibility required to get high-quality working software into the hands of our customers.

What do we do?

At Genesys, we connect with our customers through empathy. Our goal every day is to empower our customers to help their customers feel remembered, heard, and understood. This is the foundation of an empathetic customer experience that we build and deliver. Our goal is to give every customer exactly the experience they want every time, whether that is an advocate who sympathizes while solving a complex issue or a quick answer from a bot.

Who You Are

As a Usability Specialist, you are passionate about creating seamless digital experiences through a deep commitment to usability research and testing. You excel in making products user-friendly and intuitive by applying advanced usability testing methods, strategic insights, and data-driven recommendations. Leveraging a strategic vision, you lead comprehensive usability studies that maximize product impact and optimize user satisfaction. You foster a robust research culture, encouraging innovative methods and developing a profound understanding of user needs across the organization. With your expert communication skills, you align stakeholders around user-centric strategies, bridging research, product, and strategic planning. Your leadership fosters talent development, inspires collaboration, and drives meaningful organizational change.

Experience You Bring

• Demonstrated success in leading cross-functional usability initiatives that shape and influence critical organizational directions.

• Extensive experience designing and executing usability studies and tests (moderated, unmoderated, remote, and in-person) to inform both tactical and strategic product decisions.

• Advanced analytical skills for synthesizing complex usability data into actionable insights that directly support strategic goals.

• Deep expertise in UX design and usability evaluation, with the capability to provide constructive feedback on design solutions to enhance usability.

• Proven ability to develop and implement forward-thinking research methodologies that set industry standards for usability excellence.

• History of mentoring and growing usability and research teams, fostering career advancement and building a culture of continuous learning.

• Strong partnerships with product, engineering, and design teams, driving collaborative and user-centered decision-making.

• Ability to deliver training and workshops on usability testing methods and data analysis, contributing to the broader organization’s understanding of usability best practices.

• Experience establishing usability standards and guidelines that elevate organizational research and design practices.

Requirements to be Considered

• 8+ years of experience in usability research, UX research, or a related role, ideally in a product-focused environment.

• Educational background in Human-Computer Interaction, Psychology, Human Factors, or a closely related field, or equivalent practical experience.

• Strategic understanding of usability principles and best practices, with a proven ability to shape and refine organizational research direction.

• Proficiency in usability testing tools and software, with advanced knowledge in leveraging these tools to achieve high-impact results.

• Outstanding communication and presentation skills, with the ability to effectively influence and align senior stakeholders.

• Proven leadership in driving cross-functional usability initiatives that produce significant, measurable product improvements.

• Strong record of independent project ownership, combined with a collaborative spirit that promotes teamwork and aligns with organizational goals.

Full Remote, based out of Ireland

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 [email protected]. 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 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.