Principal 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.

Job Description :

As the Senior Data Analyst - you will harness CX data to enhance Support efficiency, support strategic decisions, and drive overall business success. Working with cross-functional teams—including Support, Customer Success, Product, Finance, and Engineering—you’ll deliver actionable insights to support data-driven operational goals aligned with Customer Support Org. You will partner with the other Analysts on the team, as well as the Directors, in delivering impactful presentations that drive action across the organization. The ideal candidate will bring experience in SaaS Support operations, advanced analytics skills, and a proven ability to leverage data for process improvement.
Summary:

As the Senior Data Analyst - you will harness CX data to enhance support efficiency, support strategic decisions, and drive overall business success. Working with cross-functional teams—including Support, Customer Success, Product, Finance, and Engineering—you’ll deliver actionable insights to support data-driven operational goals aligned with Customer Support Org. You will partner with the other Analysts on the team, as well as the Directors, in delivering impactful presentations that drive action across the organization. The ideal candidate will bring experience in SaaS Support operations, advanced analytics skills, and a proven ability to leverage data for process & metrics improvement.

Key Responsibilities:

Data Collection & Management:

• Gather, clean, and manage data from sources like Snowflake, CRM, Customer support and billing systems.
• Ensure data integrity, accuracy, and consistency across departments.
• Collaborate with IT and data engineering to optimize data pipelines and storage.

Data Cleaning And Preprocessing

•  Identify and address data quality issues, such as missing values, inconsistencies, and outliers.
•  Perform data cleaning and transformation tasks to ensure data accuracy and consistency.

Data Analysis & Insights:

• Develop and execute complex SQL queries to extract, transform, and load data from various sources.
•  Conduct in-depth statistical analysis, including hypothesis testing, regression analysis, and time series analysis.
•  Build and maintain data models to support analytical needs and reporting requirements.

KPI Tracking & Reporting:

• Define and monitor KPIs, such as Response times, CSAT Scores, resolution times, containment rate
•  Create compelling data visualizations using tools like Python, Tableau, or Power BI.
•  Communicate complex findings clearly and effectively to both technical and non-technical audiences.

Forecasting & Predictive Analytics:

• Build models to forecast trends like churn, adoption, and support demand.
• Deliver insights for WFM (resource planning) and optimize decision-making.

Automation & Integration:

• Identify automation opportunities in operational workflows.
• Integrate data from SaaS tools (e.g., Salesforce, Gainsight, Pendo) into analytics platforms.

Qualifications:

• Bachelor's in Data Science, Statistics, Computer Science, Operations Research, or related field;
• 7+ years in data analysis, with at least 4+ years in SaaS or tech environments.
• Proficiency in SQL and experience with tools like Python, R, and Excel.
• Expertise in data visualization (Tableau, Power BI).
• Familiarity with SaaS Support metrics and tools like Salesforce, Pendo, ServiceNow.
• Hands-on experience with statistical techniques : profiling, regression analysis, trend analysis, segmentation

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.