Senior CX Analyst — AI-Driven VoC & Insights

Genesys; Metro Manila; On-site; PHP 700,000 - 1,200,000; Full time

Benefits offered by this job

Flexible work culture

Mentorship & learning programs

Volunteer time off

Well-being resources

Job summary

Genesys is seeking a Senior Customer Experience Analyst to support our Voice of the Customer (VoC) program. You will transform customer feedback into actionable improvements through root-cause analysis and closed-loop processes, coordinating with cross-functional stakeholders to drive customer-centric changes across the business.

The role emphasizes strong written and verbal English, customer empathy, and meticulous documentation, with opportunities to leverage AI tools for faster analysis while

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in customer experience/VoC, customer service, customer success, QA, or related field.
• Excellent written and verbal English communication skills.

Responsibilities

• VoC Signal Review & Triag e: daily review of customer feedback across surveys and VoC channels; classify using taxonomy; maintain data quality.
• Closed-Loop Resolution: follow-up with customers, professional communication, escalate when needed.
• Root Cause Investigation: review accounts, product usage, history; propose hypotheses and document findings clearly.
• Program Insights & Continuous Improvement: surface themes, contribute to VoC reporting, drive automation or workflow improvements.

Skills

Bachelor’s degree or equivalent

5+ years experience in CX/VoC/CS

Excellent written & verbal English

Customer empathy

Pattern recognition in feedback

CRM systems familiarity

Case management tools

VoC platforms

Education

Bachelor’s degree or equivalent

Tools

CRMs

Case management tools

VoC platforms

Job description

Genesys is seeking a Senior Customer Experience Analyst to support our Voice of the Customer (VoC) program. You will transform customer feedback into actionable improvements through root-cause analysis and closed-loop processes, coordinating with cross-functional stakeholders to drive customer-centric changes across the business.

The role emphasizes strong written and verbal English, customer empathy, and meticulous documentation, with opportunities to leverage AI tools for faster analysis while