Data Analyst

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Job Title: Data Analyst

The Data Analyst will be an integral member of the Tool and operations team within the Genesys Support organization. The team is chartered with providing analytics to the support organization. This includes reporting process and implementation, data optimization, and content access/distribution in a partnership with business and IT stakeholders. The Data Analyst will help us on our journey to become a more data driven company. We are currently seeking a 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.

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 improvement
• Genuine curiosity; lifetime learner mentality

Responsibilities:

• Design, execute and manage VoC analytics. 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 reports
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
• 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 Business Intelligence 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 dat
• Advise on survey design and logic
• 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
• 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

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, Snowflake, Salesforce, 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

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About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

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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.