Senior Customer Success Business & 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.

Build something new with a world-class team.  At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting. 

As a Senior Business & Data Analyst you will partner with senior leadership across our global Customer Success regions to drive data-informed customer success strategies. This role will design & deliver high-impact insights and executive-level reporting that enhance customer retention, optimize global customer engagement, and improve business performance. You will play a critical role in the analysis, development, delivery, and future of customer insights and the solutions that embed them into the rhythm of our business. 

The ideal candidate is a strategic and critical thinker with exceptional analytical skills, executive presence, and a collaborative global business mindset. You will be responsible for analyzing regional customer trends and operational efficiencies while consulting closely with leadership to guide business decisions and customer strategies.

You will inspire our team and our business partners to explore what’s possible in leveraging data to deliver even better customer experiences and accelerating business growth.  You will help to grow Genesys’ leadership as the best-in-class Experience-as-a-Service platform.

Key Responsibilities

Executive-Level Analysis & Business Strategy

• Partner directly with Global Customer Success VPs to provide consultative data-driven insights that shape regional and global customer retention strategies
• Conduct deep-dive analysis on customer engagement, key performance indicators, churn trends, and expansion opportunities across North America, EMEA, APAC, and LATAM
• Build and deliver executive-level reports, dashboards, and presentations that influence high-level decision-making
• Develop data-backed business cases for investment in new customer success initiatives, tools, and operational improvements
• Lead QBR (Quarterly Business Review) analysis with insights into global and regional customer satisfaction, adoption trends, and at-risk accounts
• Align with Product, Sales, and Marketing teams to identify opportunities for customer growth and retention strategies in each region

Advanced Data Analytics & Regional Insights

• Leverage AI-driven analytics and automation to enhance customer segmentation, forecasting, and decision-making processes
• Conduct comparative analysis across global regions, identifying trends, outliers, and best practices for customer success.
• Work with large datasets from CRM (Salesforce), Customer Success Platforms (Gainsight), and Support tools (ServiceNow) to generate insights
• Standardize global customer success metrics while allowing for region-specific customization based on market needs

Stakeholder Collaboration & Global Influence

• Serve as a trusted advisor to VPs and senior leadership, helping them interpret data and make strategic decisions
• Collaborate with regional teams to align on customer engagement best practices and ensure data consistency across regions
• Facilitate data-driven discussions in executive meetings, providing insights that support global Customer Success strategies
• Act as a liaison between regional teams and central operations, ensuring that insights are actionable and drive measurable business impact

Minimum Requirements

• 8+ years of relevant experience in customer data analysis and insights generation for large scale technology/SaaS company
• 8+ years of experience with SaaS or contact center platforms (Genesys Engage, Genesys Cloud, Cisco, Avaya, etc.)
• Experience in data engineering (Snowflake, SQL) and visualization (Tableau), programming (Python), d