UX Design Manager

Manager User Experience

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.

One of the great things about working at a company like Genesys is our investment in our people. We believe in helping you find your best fit - we want to help you grow.

Team

WEM is a core part of Genesys Cloud, and helps organizations optimize how their people work. We bring together tools for forecasting and scheduling, quality assurance, performance management, and employee engagement. The goal is to make every interaction between agents, customers, and the business more effective.

Key Responsibilities

Management Responsibilities:

• Team Leadership & Development: Lead, mentor, and develop a team of UX designers, providing guidance, feedback, and growth opportunities. Oversee performance reviews, hiring, and promotions, fostering a culture of continuous improvement and high-quality design output.
• Resource & Project Management: Allocate designers effectively, prioritize based on product goals, and oversee project execution to ensure timely delivery. Manage day-to-day operations, address bottlenecks, and ensure alignment with business objectives and the product roadmap.
• Collaboration & Communication: Partner with product managers, engineers, and stakeholders to integrate user experience into development, while communicating progress and challenges to your leadership.
• 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:

• UX Strategy for Product Area: Define and drive the UX strategy for your product area, ensuring it aligns with business goals and shapes overall product strategy. Focus on scalable, feasible, and impactful design approaches that enhance user experience.
• Strong UX POV: Act as the UX representative for your product area, influencing product direction and advocating for the user in all decision-making processes.
• 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.

Qualifications

User-Centered & Analytical Experience: Over 5 years in user experience design, including 1–2 years in a managerial or team lead role. 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.

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, Maze) will help the manager assess design outcomes and guide strategic decisions.

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. Skilled in workshop facilitation and supporting misaligned groups to get to a shared outcome.

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

Experience in designing for enterprise-level applications, services, or platforms (specifically support or call centers).

Experience in innovation or strategy focused roles, e.g., working in Product Management, Project Management, Portfolio Management, Consulting industry, or Corporate Strategy roles with a strong user-centered element.

If a Genesys employee referred you, please use the link they sent you to apply.