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CX Insights Director

Company: Genesys
Location: Indianapolis
Posted on: October 19, 2020

Job Description:

Location: US - Remote

Key Responsibilities:

You will regularly interact with lines of business leadership on strategy, design, planning and operational execution pertaining to insights around Experience as a Service


  • Modelling, design, and execution for Experience as a Service insights and measurements in support of all lines of business
  • Program management, coordinate, facilitate Experience as a Service Insights strategic planning activities, including leading the development and maintenance of insights and measurements
  • Identification of unmet or underserved Experience as a Service insights and measurement needs of the organization, continuously evaluate, minimize complexities, optimize and improve processes
  • Participate in forums for collaboration to leverage Experience as a Service best of breed sharing, perform root cause analysis and cross functional remediation and improvements

    Experience as a ServiceSM makes it easier for organizations to foster customer trust and loyalty by helping them know their customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment.

    Minimum Requirements:

    This individual will interface with numerous internal groups (all levels of management) and must be able to quickly form productive and positive working relationships with staff with varying technical and business backgrounds and skill levels across cross-functional organizations.

    • Degree in either Behavioral Science, Behavioral Psychology, Cognitive Psychology, Human-Centered Design, industrial Design or MBA with human behavior emphasis
    • 10+ years relevant work experience in Human Factors or similar discipline
    • Strong analytics, data modelling, visualization skills, and structured problem-solving skills
    • Advanced business acumen, communication skills, presentation skills, and program management skills
    • High Emotional intelligence - able to build productive & positive working relations with co-workers with varying technical & business backgrounds
    • Growth & agile mindset with strong work ethics, embracing diversity, ability to work in ambiguity
    • Strong attention to details, with ability to drill down into very tactical considerations to ensure accuracy in deliverables
    • Self-starter and autonomous, ability to multi-task, work independently, prioritize and get things done
    • Prior experience in experience insights and measurements a plus
    • Prior experience in cloud/SaaS strategy, transformation and change management a plus

      About Genesys

      Every year, Genesys-- delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service--- so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud---, an all-in-one solution and the---world's leading public cloud contact center platform,---designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

      Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-TL1




Keywords: Genesys, Indianapolis , CX Insights Director, Executive , Indianapolis, Indiana

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