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.

Summary:
The Senior Data Analyst will be an integral member of the Experience Innovation team within the Genesys Customer Success Global Operations organization. The team is chartered with defining and executing an enterprise CX strategy. This includes reporting process and implementation, data optimization, and content access/distribution in a partnership with business and IT stakeholders. The Senior Data Analyst will help us on our journey to become a more data driven company.  
 
We are currently seeking a Senior 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. 

Desired Candidate 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 improvements. 

• Genuine curiosity; lifetime learner mentality 

Key Responsibilities:

• Design, execute and measure 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 ongoing CX surveys, customer data, new and ad-hoc research projects.  

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

• 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 other business 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, S