Customer Journey Program Manager

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.

Overview

At Genesys, we’re transforming the customer experience landscape with empathy, AI innovation, and global impact. We are seeking a strategic and proactive Customer Journey Program Manager to lead transformation across the end-to-end customer journey. This role combines customer journey design, program management, and voice-of-customer (VoC) strategy to drive measurable improvements in experience and business outcomes.

You will act as the bridge between business, technology, and customer experience functions, aligning processes with strategy, leveraging data-driven insights, and ensuring scalable and sustainable solutions. As a trusted advisor and change leader, you will help cross-functional teams anticipate challenges, connect insights, and deliver meaningful, lasting impact.

Key Responsibilities

Customer Journey & Experience Design

• Conduct impact assessments to evaluate effects on systems, processes, and stakeholders, creating clear mitigation and communication plans.

• Develop and maintain comprehensive end-to-end journey maps that capture customer and internal user experiences across key touchpoints.

• Lead experience research initiatives, translating findings into actionable insights that improve satisfaction, loyalty, and product adoption.

• Map upstream and downstream dependencies to ensure holistic, integrated solutions rather than isolated fixes.

Strategic Program Leadership

• Serve as a subject matter expert and advisor to cross-functional teams, aligning business goals, technology initiatives, and customer outcomes.

• Manage complex programs end-to-end, from strategy and planning through execution and measurement, driving operational efficiency and transformation.

• Proactively manage stakeholders by anticipating challenges, removing obstacles, and recommending data-informed solutions.

• Lead change management efforts that foster adoption, engagement, and sustained behavioral change.

• Communicate effectively with diverse audiences, including technical teams and executive leadership.

Data-Driven Decision-Making

• Apply analytical thinking to uncover the 'why' behind performance trends and customer behaviors.

• Use data to validate hypotheses and guide key strategic decisions.

• Partner with analytics teams to interpret data sources (e.g., Tableau) and translate findings into actionable business insights.

• Transform data into compelling narratives that influence strategy and investments.

Required Qualifications

• 5+ years of experience leading cross-functional programs in customer experience (VoC), journey design, or enterprise change management, preferably in a SaaS organization.

• Bachelor’s degree or equivalent experience in business, technology, or a related field.

• Strong analytical skills and data fluency, with experience using visualization and analytics tools (e.g., Tableau, spreadsheets).

• Exceptional communication and influencing skills across technical and executive audiences.

• Deep understanding of SaaS business models and cross-functional collaboration across the customer journey.

• Naturally curious and proactive, with a strong ability to diagnose root causes and identify improvement opportunities.

• Comfortable operating in a fast-paced, evolving environment with multiple stakeholders.

Preferred Qualifications

• Change Management certification (e.g., Prosci) preferred; Project Management (PMP) or Agile methodology experience is a plus.

• Skilled in storytelling with data to inform and drive strategic conversations.

• Experience designing and managing large-scale research initiatives, including UX or VoC studies.

• Fluency in an additional language (Spanish, French, or Japanese) is an advantage.