Customer Insights Delivery Principal

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.

Genesys is seeking a Customer Insights Delivery Principal to drive the intellectual and analytical foundation of our global Voice of Customer (VoC) practice. This leader will own the end-to-end transformation of customer, partner, and employee feedback into actionable insights, strategic recommendations, and differentiated thought leadership. 

This customer-facing role sits at the intersection of research rigor and executive advisory. You will shape how we design research, how we interpret signals, and how we translate insight into strategic direction. Beyond individual engagements, you will help define and elevate the company’s market presence in the VoC space.  

This is an insight-to-impact leadership role, ideal for someone who loves understanding why customers feel and respond the way they do, and then what should change to make a positive impact on their experience. 

Location: Fully remote within US

You are a good fit for this role if 

• You are deeply grounded in research and analytics and naturally elevate findings into strategic implications and action, particularly related to customer and employee experience. 

• You are comfortable advising senior leaders on what the data truly means and can create a compelling narrative to drive prioritization and action. 

• You enjoy supporting business development and customer value conversations, articulating research methodologies and insight value in ways that resonate with executive decision makers. 

• You thrive in ambiguity and enjoy structuring complex, multi-source inputs into coherent and inspirational narratives. 

• You balance rigor with pragmatism, and independence with collaboration. 

• You view thought leadership not as marketing content, but as an opportunity to share insight and expertise for the greater good of helping others achieve experience and business excellence.  

Key Responsibilities

Insights to Impact 

• Lead synthesis across complex, multi-source datasets (quantitative, qualitative, operational, and behavioral), identifying experience drivers, systemic gaps, and root causes. 

• Translate findings into prioritized, motivational, outcome-driven recommendations tied to measurable business impact. 

• Ensure insights inform experience strategy, investment, roadmap prioritization and activation planning. 

• Elevate engagement-level findings into broader implications for customer and employee experience design. 

Thought Leadership & Executive Advisory 

• Craft executive-ready narratives and deliverables that clearly articulate what matters, why it matters, and what to do next. 

• Advise senior stakeholders on experience drivers, trade-offs, sequencing, and investment decisions. 

• Partner in defining and evolving key components of the VoC point of view (e.g., experience drivers, maturity frameworks, benchmarking models). 

• Identify cross-client patterns and codify them into reusable frameworks and intellectual capital. 

• Author and contribute to white papers, reports, conference abstracts, and speaking engagements. 

• Support executive briefings and industry conversations that position the practice as a credible authority. 

Practice Standards & Enablement 

• Lead research design and methodological approach across advisory engagements, ensuring alignment with the broader VoC