Senior Customer Experience Analyst

Genesys•Published 6 hours ago•First seen 4 hours ago

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Senior Customer Experience Analyst

Genesys is seeking a highly organized and engaging Senior Customer Experience Analyst to support our Voice of the Customer (VoC) program. The Senior Customer Experience (CX) Analyst transforms customer feedback into experience improvements through investigation, root-cause analysis, and closed-loop resolution.

You will frequently coordinate with cross-functional account stakeholders to understand customer experience, communicate feedback, and identify improvement opportunities. The Senior CX Analyst reviews various VoC signals (e.g., surveys), identifies and categorizes feedback into common themes, and drives follow-up actions with both Genesys colleagues and customers. Through your efforts, customers feel heard and supported, and Genesys learns from their experience to drive improvement across the business.

The ideal candidate combines strong written and verbal communication skills, customer empathy, attention to detail, and the ability to effectively manage a high volume of feedback.

Key Responsibilities

VoC Signal Review & Triage

Daily review of customer feedback across surveys and other VoC channels.
Prioritize feedback based on severity (e.g., low CX scores, critical comments).
Categorize feedback using established taxonomies and tagging standards.
Maintain strong data quality by reviewing AI-generated tags, identifying data discrepancies, and surfacing new issue trends that require taxonomy updates.
Distinguish isolated customer concerns from broader, systemic issues.
Maintain timely and consistent handling of feedback.

Closed-Loop Resolution

Conduct customer follow-up in accordance with established guidelines.
Maintain clear, professional, and empathetic communications.
Leverage AI to automate tasks & improve analysis speed, while maintaining human oversight.
Communicate and coordinate issues as needed with account stakeholders.
Escalate unresolved or high-impact issues when additional attention is required.
Diligently track follow-up activities and statuses in designated systems.
Provide concise summaries of actions taken and outcomes when requested.

Root Cause Investigation

Investigate customer concerns by reviewing information such as account details, product usage, interaction history, etc.
Proactively partner with internal teams to validate contributing factors of customer pain points.
Synthesize context from multiple sources into a clear and concise assessment.
In the absence of definitive conclusion, offer multiple hypotheses with rationale.
Recognize recurring issues or emerging themes during investigations.
Maintain clean and structured documentation of findings.

Program Insights and Continuous Improvement

Surface recurring themes, systemic issues, and opportunities to drive improvements at scale.
Contribute to VoC reporting cycles by sharing relevant insights.
Demonstrate value of the VoC program by quantifying closed loop outcomes.
Participate in calibration activities (e.g., retrospectives) to ensure consistent handling of customer feedback across the team.
Help document and maintain customer follow-up procedures, response templates, escalation paths, and other reusable resources.
Recommend opportunities to simplify, automate, or improve workflows.

Qualifications

Required

Bachelor’s degree or equivalent professional experience.
5+ years of experience in customer experience / VoC, customer service, customer success, quality assurance, case management, or a related field.
Excellent written and verbal English communication skills.
Strong customer empathy and ability to respond appropriately to both positive and critical feedback.
Experienced judgment and ability to determine when an issue should be handled directly versus escalated.
Ability to identify patterns and themes while reviewing customer feedback.
Familiarity with navigating and finding information in systems such as CRMs, case management tools, and VoC platforms.
Natural curiosity & desire to understand the root cause of an issue.
Exceptional attention to detail, documentation, and follow-through.
Ability to manage multiple tasks and set priorities.
Comfortable working independently and being self-sufficient in gathering additional information.

Preferred

Experience working with customer survey or VoC programs.
Experience managing customer escalations, complaints, disputes, etc.
Ability to review dashboards (e.g., Tableau) for data trends.
Experience working for a global B2B SaaS company.
Confident in interacting with cross-functional account stakeholders, from sales to customer success.
Experience using AI tools to support customer communications, categorization, or workflow automation.

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Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

Our Talent Acquisition team reviews your application with the hiring team.

A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

Next, you'll meet the hiring manager and other members of the interview team.

We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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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.

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