Senior CX Data Analyst

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.

As a Senior CX Data Analyst, you will play a critical role within the Experience Innovation team in the Genesys Customer Success Global Operations organization. This team is responsible for defining and executing an enterprise-wide customer experience (CX) strategy, with a focus on data optimization, reporting processes, and content distribution in collaboration with business and IT stakeholders.

We are looking for a strategic and data-driven analyst who excels in translating business needs into actionable insights and educating stakeholders on how to leverage data effectively. In this role, you will turn data into insights, and insights into strategic business decisions that drive Genesys' customer experience initiatives forward.

Key Responsibilities

• Develop & Measure CX KPIs – Collaborate with cross-functional teams to design and execute CX research strategies, establish meaningful data points, and drive analytics for ongoing surveys and ad-hoc research projects.

• Data Analysis & Insights – Interpret complex datasets using statistical techniques, identifying trends, patterns, and actionable insights that drive decision-making.

• Data Integrity & Management – Work with both structured and unstructured data, ensuring data quality, cleansing, and consolidation for accurate analysis.

• Advanced Analytics & Reporting – Build interactive dashboards and reports using BI tools (Tableau, PowerBI, QuickSight, etc.) to visualize key business insights.

• Stakeholder Collaboration – Partner with IT, Customer Success, and other business teams to enhance data accessibility and promote a data-driven culture across Genesys.

• Predictive & AI-Driven Analytics – Explore and implement advanced analytics techniques, including AI & Machine Learning, to enhance customer experience insights.

Required Qualifications

• Bachelor’s degree in Data Analytics, Statistics, Business Intelligence, or a related field (or equivalent experience).

• Must be eligible to work in the United States (currently and in the future) without sponsorship.

• 4+ years of experience in data analytics, working with BI tools such as Tableau, Power BI, or QuickSight.

• 3+ years of experience in customer experience (CX) analytics within a data-driven organization.

• Strong expertise in SQL, Excel (Power Query, Power Pivot), and statistical analysis.

• Hands-on experience with customer experience metrics (NPS, CES, CSAT) and related modeling techniques.

• Experience with Salesforce, Qualtrics, SurveyJS, or similar customer feedback platforms.

• Proven ability to manage multiple projects, define deliverables, and meet deadlines in a fast-paced environment.

Preferred Qualifications

• Experience working in SaaS, technology, or enterprise CX organizations.

• Exposure to AI, Machine Learning, or predictive analytics in customer experience projects.

• Understanding of data governance, compliance, and security best practices in analytics.

Key Competencies & Soft Skills

• Problem-Solving & Critical Thinking – Ability to analyze complex datasets and deliver clear, actionable recommendations.

• Collaboration & Communication – Strong interpersonal skills to engage stakeholders and translate technical findings into business impact.

• Innovation & Adaptability – Passion for exploring new data tools and methodologies to drive continuous improvement.

• Attention to Detail – Ability to ensure data accuracy, integrity, and consistency in all analytics efforts.

Why Join Genesys?

At Genesys, we are transforming customer experiences through data-driven innovation. As a Senior Data Analyst, you will have the opportunity to shape CX strategy, influence key decisions, and leverage advanced analytics to drive meaningful change. Join us in redefining how businesses engage with customers through intelligent, insight-driven solutions.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$109,100.00 - $202,700.00

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.