Lead Design Operations Strategist

Lead Design Operations Strategist (UX) page is loaded

Lead Design Operations Strategist (UX)

Apply locations Ireland Galway, Ireland time type Full time posted on Posted 13 Days Ago job requisition id JR104043

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Who is Genesys?

Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. We are 8000+ employees that hail from 50+ countries and speak 15+ languages. Just like this role, our design team is fully remote. Our designers work as part of multi-disciplinary teams that balance the thinking required to understand complex problems with the work and flexibility required to get high quality working software into the hands of our customers.

What do we do?

At Genesys, we connect with our customers through empathy. Our goal every day is to empower our customers to help their customers feel remembered, heard, and understood. This is the foundation of an empathetic customer experience that we build and deliver. Our goal is to give every customer exactly the experience they want every time, whether that’s an agent who sympathizes while solving a complex issue or a quick answer from a bot.

Who are you?

You are a talented and experienced design operations leader with exceptional problem-solving abilities, clear communication skills, and solid service design instincts who can translate business and technology needs into delightful, clean design process focused solutions. You are a self-starter who brings original ideas and fresh approaches to each project they work on. You are responsive, flexible, and thrive in collaborative remote work environments. You build design processes for inclusion and accessibly across a diverse and global product design organization. You enjoy working on processes and understand the value of great organizational skills.

As a Lead (Staff) Design Operations Strategist, you will establish processes and practices to scale the effectiveness and value of the Product Design team. You will help the broader team reinforce customer empathy, build long-term strategies and roadmaps for how we work, establish feedback and learning loops, and measure design team and process outcomes. You will be responsible for executing cross-org design operations, design team community activities, and evolving processes, systems and programs that enable the org to scale with strength in a creative, focused environment.

Experience you bring:

• Deep experience and understanding of core areas of product design such as the SDLC, information architecture, agile, user research, and design strategy.

• 8+ years of experience leading design operations for a team or organization during a time of growth and change. Our strong preference is for an operational background focused on design, research, or content operations so that you come in with experience and a point of view about what makes a healthy, effective Design team.

• Strategic thinking. We’re looking for someone who can help shape this practice and come to the table with service design experience, with skills in Service Blueprinting and leading workshops.

• A desire to build a healthy, empowered, and effective Design team.

• Exceptional communication skills at every level and medium, influencing design leaders and inspiring team members with well written messages, guides, processes, and presentation decks.

• Strong business acumen. We’re looking for someone who understands the business and the role product design plays in our company success.

• Research and data driven. You have experience measuring outcomes and establishing benchmarks to measure operational and design team success. This role requires hands-on experience with survey writing, user interviews and writing findings reports.

• Experience using and managing: Figma, Jira, Shared Calendars, SharePoint, Internal content systems, and Miro.

• Experience understanding the SDLC and basic principles with Agile and how it applies to Jira and Jira best-practices.

Additional nice-to haves:

• Experience managing a team budget and procurement processes.

• Administrating Jira.

• Experience with UX research, with application to design operations processes and deliverables.

Requirements to be considered:

• A portfolio of Design Operations work that shows us how you have created, refined, or presented new processes that benefited design teams.

• 8+ years of experience in a Senior Design Operations role, or a mixture of relevant roles in Design, UX or Operations, or a relevant advanced degree in Service Design, Human-Factors, Research or Computer Science.

Our Benefits:

• Flexible work schedules and work-from-home options

• Development and career growth opportunities

• Excellent pension scheme

• Bonus scheme

• Health Insurance

• Income Protection & Life Assurance

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

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .

Reasonable Accommodations:

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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.

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Employee Referral

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

About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 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, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit .

Genesys is an equal opportunity employer committed to diversity 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.