Senior 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.

The Senior Data Analyst will be an integral member of the Customer Success Digital Transformation team. You will be presented with the important opportunity to drive strategic decisions by measuring self-service effectiveness across the unified digital customer experience. You will turn data into information, information into insight, and insight into business decisions. Expect to collaborate with talented cross-functional roles while working on a highly creative and supportive team. 

• 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 

• Design, execute and measure digital 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 our digital customer experience. 

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

• 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 cross-functional 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 …