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.