Senior Customer Experience Analyst

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.

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.

Required Bachelor’s degree or equivalent professional experience. 5+ years of experience in customer experience / VoC, customer service, customer success,