Kasey Canlas

Genesys
UX Research Operations Manager

• Founded the UX Research Operations team within a multi-product B2B organization, increasing from a solo role to lead a 4+ UX Operations team, enabling the 90+ UX team to complete 350+ annual research  studies across 6 product areas for customer service AI.
• Designed and launched a B2B2C in-house participant panel within 3 months of joining Genesys, growing from 0 to 60+ customers/partners in the first year. Guided team on participant panel expansion to the general population through cross-collaboration, promotional rebrand strategies, and improved workflows to achieve 13x participant panel increase over 3 years.
• Developed and delivered comprehensive research training programs including live sessions, open office hours, and specialized Q&As to enhance team understanding of research methodologies and best practices.
• Served as a strategic UX research advisor to product teams, helping establish research governance frameworks, accessibility guidelines, and ethical research practices that balanced business objectives with user needs.
• A 3-year Genesys Jira Guild member, focused on Jira optimization, best practices and workflows. Initiated Jira transformation by proposing and piloting additional issue levels (Program and Initiative) and structure, which became the base structure company-wide for enhanced project tracking within the project development process.

McGraw-Hill Education
UX Research Operations

• Designed an in-house research participant database, with growth from 300 to 1,600 active members, including school-age children in less than 2 years.
• Collaborated with Legal and Data Privacy to establish a company-wide research governance framework including:
  • Panel participation terms
  • Participant Informed Consent templates
  • NDAs
  • Research data privacy policy
  • Recruitment and research with people with disabilities
• Established enterprise-wide Research Repository for School UX Research team