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: Business Analyst

Department & Team: Engagement & Experience, Customer Success Digital Transformation

Job Reports to: Senior Director, Customer Success Digital Transformation

Location: Anywhere, USA

Summary

As a Business Analyst on the Customer Success Digital Transformation (CSDT) team, you will be presented with the important opportunity to drive strategic decisions through data analysis, campaign analysis, market research, and data-driven insights. You will be asked to identify growth opportunities, optimize operational efficiencies, and provide regular updates on business and customer impact to leadership. Measuring self-service effectiveness on product-supporting sites is your initial focus, including knowledge, support, and the online community. Expect to collaborate with talented cross-functional roles while working on a highly creative and supportive team.

Responsibilities

• Analyze and interpret data to extract actionable insights and inform strategic decision-making.

• Communicate findings and recommendations clearly and effectively to stakeholders at all levels of the organization.

• Calculate ROI formulas, measure support case deflection, and assist with audience discovery.

• Collaborate cross-functionally to define and prioritize business requirements and ensure alignment with company objectives.

• Drive continuous improvement by identifying opportunities to optimize processes, enhance efficiency, and maximize business impact.

• Maintain a high level of accuracy and attention to detail in all aspects of analysis, reporting, and communication.

• Proactively identify risks and opportunities and propose solutions to mitigate risks and capitalize on opportunities.

• Analyze the impacts of change, support communication between relevant stakeholders, and capture the necessary requirements to initiate change.

• Act as a subject matter expert on data analysis and reporting tools and methodologies, providing guidance and support to others as needed.

Job Duties

• Conduct in-depth analysis of key performance metrics and customer behavior to inform strategic decision-making.

• Collaborate with program managers, product owners, UX, engineers, and other stakeholders to define business requirements and prioritize feature development.

• Develop dashboards, reports, visualizations, and presentations to track business performance and communicate insights to leadership and stakeholders.

• Identify opportunities to optimize business processes and drive efficiency through automation and streamlining workflows.

• Perform competitive analysis to identify industry trends, benchmark performance, and inform business strategies.

• Support the Customer Success and marketing teams with data-driven insights to drive customer acquisition, retention, and expansion.

• Conduct ad-hoc analysis and research projects to address specific business questions and provide actionable recommendations.

• Stay current with industry trends, best practices, and emerging technologies to continuously improve analytical capabilities and drive innovation.

Qualifications

• 4+ years proven experience as a Business Analyst or related role

• Experience with data analysis tools and techniques (e.g., Tableau, Pendo, Google Analytics)

• Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders.

• Demonstrated ability to collaborate effectively with cross-functional teams and drive consensus towards common goals.

• Strong problem-solving and critical-thinking skills, with a focus on practical, results-oriented solutions.

• Self