Sr. Thought Leader, CX

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.

Role Overview: 

The thought leadership team at Genesys is looking for a dynamic, talented individual to help move our program forward by illuminating the art of the possible. In this role, you’ll identify the trends that are shaping the industry, validate them through research, and craft compelling content that educates and inspires our audiences — and validates Genesys as an innovative thought leader. 

You’ve got a demonstrated track record of spotting trends and extrapolating forward to how they’ll shape the industry. You’re comfortable with what-if scenarios — how likely is something to occur? what are the implications? is it starting to happen? — and turning them into researchable hypotheses. You’ve got deep experience designing and executing qualitative and quantitative research. You’re also a naturally gifted writer with a flair for both compelling copy and data analysis, turning the outputs of research into assets the audience is glad they took the time to consume.  

And you tackle all of this with grace, good humor, and a collaborative spirit. 

Responsibilities: 

• Identify and validate trends: Use a variety of methods including desk research and interviews to identify trends that will shape our industry.  

• Conduct original research: Build hypotheses on the implications of trends and validate them through qualitative and quantitative research and interviews with executives, customers, analysts, and third-party experts.  

• Craft thought-provoking content. Create a wide variety of compelling and inspirational content, including long-form reports, articles, visual storytelling, presentations, and videos, showcasing future trends and topics. Educate the audience and reinforce Genesys as a leader in the marketplace. 

• Connect trends to business outcomes. In collaboration with executives, marketing, partners, and customers, find the stories that make the future real, and bring them to life in content.   

• Serve as an advocate and connector. Communicate and convey what these trends mean across different dimensions – roles, industries, functions – and what that might mean for the company and the industry. Synthesize and share findings for both internal and external use. 

Qualifications: 

• 7+ years of relevant experience (such as market research, content marketing, thought leadership, futurist, or advisory services), including either the broad customer experience space or software-as-a-service.  

• Experience designing and conducting large-scale qualitative and quantitative research programs, ideally with data analysis skills. Ability to distill complex information into clear and engaging content. 

• Expert-level writer across multiple kinds of content, and associated content strategy skills to design multifaceted content programs. 

• Bachelor's degree in journalism, business, communications, marketing, or equivalent skill set. 

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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 HR@genesys.com. 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.