Job Description

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 looking for a Senior Industry Executive, Banking, preferably based in Madrid, though exceptional candidates located in other European cities will also be considered

Financial institutions across banking, payments, wealth management, and insurance are under increasing pressure to modernize customer engagement while navigating regulatory complexity, operational risk, and rising expectations for seamless digital experiences. This role drives the transformation of client experience across the Financial Services sector by accelerating adoption of AI-powered experience orchestration at enterprise scale. Working at the intersection of industry expertise, technology, and commercial strategy, you will influence how leading organizations design and deliver differentiated customer journeys.

You will partner closely with senior executives, shaping strategic direction and enabling measurable improvements across critical moments such as onboarding, fraud management, and claims processing. By combining deep financial services knowledge with modern AI, automation, and cloud capabilities, you will help clients unlock efficiency, improve customer satisfaction, and create long-term competitive advantage.

This position offers direct exposure to enterprise transformation initiatives, cross-functional leadership, and high-impact customer engagements. You will contribute to shaping industry narratives, influencing product direction, and expanding market presence through thought leadership and innovation.

At Genesys, you will be part of a global team focused on redefining how organizations engage with their customers through empathy, innovation, and scalable technology platforms.

Key Responsibilities:

• Engage directly with senior-level financial services executives while supporting account teams with industry insights, ideas, and experiences

• Partner with local teams and global experts to design commercial, financial, and technical solutions for financial services clients and prospects

• Represent Genesys at key industry events while developing thought leadership assets such as whitepapers, webinars, blogs, and client-facing materials

• Increase internal understanding of financial services priorities through knowledge sharing and industry insights

• Originate and develop targeted content addressing key areas of focus within the financial services sector

• Identify and address key client experience improvement opportunities across areas such as originations, account opening, fraud, disputes, and claims

• Develop clear pathways for implementing new technologies including automation and agentic AI across front-office and back-office functions

• Build focused and innovative use cases that support sales efforts and enable downstream integration and automation by technology and services teams

• Maintain strong alignment with account executives, customer success managers, product teams, and solutions consultants

• Drive alignment with go-to-market partners while navigating complex partner ecosystems, including relationships with potential competitors

Required Qualifications:

• 10+ years of financial services experience across business, service, or consulting roles with exposure to industry complexity

• Deep understanding of at least two of the following areas: consumer banking, wealth management, payments, or insurance

• Strong in-region financial services experience with the ability to navigate technical discussions, regulatory challenges, and local market expectations

• Demonstrated experience building and maintaining executive-level customer relationships, including engagement with C-suite stakeholders

• Strong ability to develop holistic solutions to complex business problems across technology, operations, financial, and commercial dimensions

• Proven track record of driving cross-functional alignment through compelling narratives and quantified business cases

• Experience working within diverse technology environments, including integration challenges, service design, or customer experience design

• Familiarity with Genesys or competing technologies, particularly in digital and AI domains

• Executive presence with strong public speaking and presentation skills

• Broad business acumen with the ability to connect customer needs with organizational strategy

• Self-motivated with a strong sense of ownership, accountability, and proactive execution
• Fluency in English and Spanish

Preferred Qualifications:

• Additional languages fluency such as German

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

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com

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Genesys is an equal opportunity employer committed to fairness 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.