VoC Analyst | Night Shift | Hybrid

Genesys Cloud Services Cayman Ltd. - Philippine Branch; Metro Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Genesys Cloud Services Cayman Ltd. - Philippine Branch seeks a Senior Customer Experience Analyst to support our VoC program.

You will transform feedback into improvements via investigation, root-cause analysis, and closed-loop resolution, coordinating with account stakeholders to understand experience and identify opportunities. The role emphasizes data quality, taxonomy, and timely follow-ups, with emphasis on clear, empathetic communication and ability to balance automation with human

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years in customer experience, VoC, or related fields.
• Excellent written and verbal English communication.
• Strong empathy and ability to respond to feedback.
• Ability to identify patterns in customer feedback.
• Experience with CRMs and case management systems.

Responsibilities

• Daily review of customer feedback across surveys and VoC channels.
• Prioritize feedback based on severity.
• Categorize feedback using established taxonomies and tagging standards.
• Maintain data quality by reviewing AI-generated tags and surfacing new trends.
• Distinguish isolated concerns from systemic issues.
• Conduct customer follow-up per guidelines.
• Maintain clear, professional, empathetic communications.
• Leverage AI to automate tasks while maintaining human oversight.
• Coordinate issues with account stakeholders.
• Investigate customer concerns by reviewing account details, product usage, and history.

Skills

Customer experience

VoC

Survey analysis

Stakeholder management

Data interpretation

Education

Bachelor's degree

Tools

CRMs

Case management tools

VoC platforms

Job description

About the role

Genesys is seeking a highly organized and engaging Senior Customer Experience Analyst to support our Voice of the Customer (VoC) program. The Senior Customer Experience (CX) Analyst transforms customer feedback into experience improvements through investigation, root-cause analysis, and closed-loop resolution. You will frequently coordinate with cross-functional account stakeholders to understand customer experience, communicate feedback, and identify improvement opportunities. The Senior CX Analyst reviews various VoC signals (e.g., surveys), identifies and categorizes feedback into common themes, and drives follow-up actions with both Genesys colleagues and customers. Through your efforts, customers feel heard and supported, and Genesys learns from their experience to drive improvement across the business.

Key responsibilities

• Daily review of customer feedback across surveys and other VoC channels
• Prioritize feedback based on severity (e.g., low CX scores, critical comments)
• Categorize feedback using established taxonomies and tagging standards
• Maintain strong data quality by reviewing AI-generated tags, identifying data discrepancies, and surfacing new issue trends that require taxonomy updates
• Distinguish isolated customer concerns from broader, systemic issues
• Conduct customer follow-up in accordance with established guidelines
• Maintain clear, professional, and empathetic communications
• Leverage AI to automate tasks & improve analysis speed, while maintaining human oversight
• Communicate and coordinate issues as needed with account stakeholders
• Investigate customer concerns by reviewing information such as account details, product usage, interaction history, etc.

About you

• Bachelor's degree or equivalent professional experience
• 5+ years of experience in customer experience / VoC, customer service, customer success, quality assurance, case management, or a related field
• Excellent written and verbal English communication skills
• Strong customer empathy and ability to respond appropriately to both positive and critical feedback
• Experienced judgment and ability to determine when an issue should be handled directly versus escalated
• Ability to identify patterns and themes while reviewing customer feedback
• Familiarity with navigating and finding information in systems such as CRMs, case management tools, and VoC platforms
• Natural curiosity & desire to understand the root cause of an issue
• Exceptional attention to detail, documentation, and follow-through
• Ability to manage multiple tasks and set priorities