[Hiring] Customer Insights Delivery Principal @Genesys

Role Description

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.

Qualifications

• Deeply grounded in research and analytics.
• Comfortable advising senior leaders on data implications.
• Enjoy supporting business development and customer value conversations.
• Thrive in ambiguity and enjoy structuring complex inputs.
• Balance rigor with pragmatism, and independence with collaboration.
• View thought leadership as an opportunity to share insight and expertise.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 8–10+ years of relevant experience in research, insights, VoC/CX, and professional services consulting roles.
• Demonstrated ownership of research strategy and insight development.
• Deep experience working with VoC and/or VoE data.
• Ability to convert complex analysis into executive-ready recommendations.
• Experience contributing to or owning thought leadership.
• Strong executive presence and presentation skills.

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage.
• Flexible work schedules and work from home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption Assistance.
• Fertility treatments.