Senior VoC Analyst: AI-Powered CX & Insights Leader

Genesys; Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Education support

Job summary

Genesys is seeking a Senior Customer Experience Analyst to support our VoC program by transforming customer feedback into actionable improvements. You will triage signals, drive closed-loop resolutions, and collaborate with cross-functional teams to address root causes and elevate the customer experience.

The ideal candidate brings 5+ years in CX/VoC, strong English communication, and the ability to manage multiple feedback channels with empathy, judgment, and attention to detail.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years in customer experience/VoC or related field.
• Excellent written and verbal English communication.
• Strong customer empathy and ability to respond to feedback.
• Judgment to escalate when appropriate and identify patterns in feedback.
• Experience navigating CRM, case management tools, and VoC platforms.
• Curiosity to uncover root causes and thorough documentation.

Responsibilities

• Daily review of customer feedback across surveys and VoC channels.
• Prioritize feedback by severity and categorize using taxonomies.
• Maintain data quality, review AI-generated tags, surface new trends.
• Coordinate with account stakeholders and communicate feedback and actions.
• Conduct follow-ups with customers per guidelines and maintain professional communications.
• Investigate root causes and synthesize insights from multiple sources.
• Support continuous improvement by surfacing themes and documenting processes.

Skills

Written English

Verbal English

Customer empathy

Data interpretation

Attention to detail

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 VoC program by transforming customer feedback into actionable improvements. You will triage signals, drive closed-loop resolutions, and collaborate with cross-functional teams to address root causes and elevate the customer experience.

The ideal candidate brings 5+ years in CX/VoC, strong English communication, and the ability to manage multiple feedback channels with empathy, judgment, and attention to detail.