Senior Customer Experience Analyst
Core
Transform customer feedback into experience improvements through investigation, root-cause analysis, and closed-loop resolution for Genesys's Voice of the Customer (VoC) program.
Role type
Senior Customer Experience Analyst (VoC)
Builds
AI-powered experience orchestration platform used by 8,000+ organizations
Domain
B2B SaaS / Customer Experience / AI
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
root-cause analysis, feedback triage, taxonomy management, stakeholder coordination, data quality assurance, pattern recognition, documentation, prioritization
Preferred skills
VoC program management, escalation handling, dashboard analysis (Tableau), global B2B SaaS experience, AI tool usage
Technologies
CRMs, case management tools, VoC platforms, Tableau, AI tools
Responsibilities
Review and prioritize daily customer feedback from surveys and VoC channels; categorize feedback using established taxonomies; conduct root-cause investigations by reviewing account details and interaction history; execute closed-loop resolution via customer follow-up and stakeholder coordination; surface recurring themes and systemic issues to drive business improvements; maintain clean documentation and track follow-up statuses.
Seniority
Senior, hands-on IC
