Senior VoC Analyst — AI-Powered Customer Experience

8460 Philippines - Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; On-site; PHP 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Job summary

Genesys is seeking a Senior Customer Experience Analyst to transform customer feedback into actionable improvements through VoC programs. You will coordinate with cross-functional stakeholders to prioritize issues, review VoC signals, and drive closed-loop resolutions that enhance customer experiences.

The ideal candidate brings 5+ years in customer experience/VoC, excellent English communication, and strong analytical and collaboration skills to support our global SaaS platform.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in customer experience / VoC or related fields.
• Excellent written and verbal English communication skills.
• Strong customer empathy and feedback handling.
• Experience with CRMs, case management tools and VoC platforms.
• Ability to manage multiple tasks and set priorities.
• Natural curiosity to uncover root causes of issues.
• Attention to detail, documentation and follow-through.
• Comfortable working independently and collaboratively.

Responsibilities

• VoC signal review and triage; categorize feedback by taxonomy and priority.
• Execute closed-loop resolution with timely customer follow-ups.
• Lead root-cause investigations and collaborate with internal teams.
• Produce program insights and drive continuous improvement.

Skills

VoC experience

Customer service experience

English communication

Attention to detail

Cross-functional collaboration

Education

Bachelor’s degree or equivalent professional experience

Tools

CRM systems

Case management tools

Tableau

VoC platforms

Job description

Genesys is seeking a Senior Customer Experience Analyst to transform customer feedback into actionable improvements through VoC programs. You will coordinate with cross-functional stakeholders to prioritize issues, review VoC signals, and drive closed-loop resolutions that enhance customer experiences.

The ideal candidate brings 5+ years in customer experience/VoC, excellent English communication, and strong analytical and collaboration skills to support our global SaaS platform.