Kathleen Surfus

Kathleen Surfus is an accomplished Lead User Researcher with extensive experience in user experience and research strategies. At Genesys since August 2020, Kathleen has led research efforts focused on mobile experiences and developed long-term strategies across various domains, including Workforce Management and Customer Experience. Previous roles at Emplify and Salesforce highlighted Kathleen's expertise in user empathy, stakeholder engagement, and integrating customer insights into product design. A strong foundation in academia, with a Master's degree in Human Computer Interaction and Design and a Bachelor's in Communications and Culture from Indiana University Bloomington, complements Kathleen's professional achievements, which include award-winning projects and contributions to cross-functional collaboration in user experience research.