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.

Summary:
The Senior Data Analyst will be an integral member of the Experience Innovation team within the Genesys Customer Success Global Operations organization. The team is chartered with defining and executing an enterprise CX strategy. This includes reporting process and implementation, data optimization, and content access/distribution in a partnership with business and IT stakeholders. The Senior Data Analyst will help us on our journey to become a more data driven company.

We are currently seeking a Senior Data Analyst who has been successful in partnering with business customers to both translate their business needs into actionable deliverables for analytics, as well as educating the same internal customers on possible ways to fulfill their business needs leveraging data that exists today. The successful candidate will turn data into information, information into insight and insight into business decisions.

Desired Candidate Attributes

• Advanced skill in data interpretation and analysis using statistical techniques

• Advanced skill in developing and implementing data analysis, data collection systems and other strategies that optimize statistical efficiency and quality

• Experienced in acquiring data from primary or secondary data sources and maintaining databases

• Data analysts will develop analysis and reporting capabilities. They will also monitor performance and quality control plans to identify improvements.

• Genuine curiosity; lifetime learner mentality

Key Responsibilities:

• Design, execute and measure CX KPIs. You will be responsible for collaborating with different stakeholders within Genesys to develop a research design, meaningful data points, and a sampling approach to ensure data collection and analysis for ongoing CX surveys, customer data, new and ad-hoc research projects.

• Interpret data, analyze results using statistical techniques and provide ongoing report

• Identify, analyze, and interpret trends or patterns in complex data sets

• Work with structured and unstructured data for consolidated evaluation

• Manual cleaning of data as needed

• Work closely with IT and other business teams to deliver transparent access to the data across Genesys organizations

• Develop and maintain dashboards for different levels of the organization.

• Use advanced analytic tools to analyze both qualitative and quantitative data

• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS etc)

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

• Adept at queries, report writing and presenting findings

• Proven ability to complete deliverables on-time

• Explore and apply advanced analytics capabilities including AI & ML capabilities

• Technical expertise regarding data models, database design development, data mining and segmentation techniques

Interpersonal Skills:

• Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.

• Problem Solving: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

• Creativity/Innovation: Develop new and unique ways to improve data gathering and insights.

• Organization: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.

• Effective Communication: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques

Minimum Requirements:

• Bachelor’s degree in Data Analytics, Statistics, or similar field, or equivalent work experience

• 3+ years of experience in customer experience, preferably in a data-driven team

• 4+ years of data analytics using BI tools like Tableau, PowerBI, QuickSight, or similar

• Experience with many types of customer experience metrics (NPS, CES, CSAT) and modeling

• Excellent analytical capabilities, advanced knowledge of Excel (Power Query, Power Pivot) and SQL

• Experience with Salesforce, Qualtrics, SurveyJS, or similar tools

• Experience defining and tracking project deliverables preferred

• Strong analytic skills with the ability to extract, collect, organize, analyze and interpret results for business insights

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.

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 HR@genesys.com. 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.