CX Tooling and Automation Specialist

Salary: £30,000 per year

Location: Remote, UK

About the role

The CX Tooling and Automation Specialist is a technical, cross-functional role dedicated to architecting and maintaining the infrastructure that powers our customer experience. You will bridge the gap between customer operations and technical execution, focusing heavily on the build, maintenance, and optimisation of our core CX platforms. By leveraging automation and data integration, you will eliminate manual waste and ensure our systems scale effectively to support the wider division.

Core responsibilities

System Build & Configuration

• Process Architecture: Design, build, and deploy technical enhancements to customer experience processes.
• Tool Optimisation: Lead the technical configuration of Gainsight and Zendesk to ensure high data accuracy and accessibility.
• Automation Engine: Build and maintain complex rules and automated triggers within Gainsight and Zendesk to streamline the customer journey.

Maintenance & Data Integrity

• System Health: Act as the primary owner for the maintenance of Customer Operations systems, ensuring they are robust enough for daily BAU activities.
• Data Pipelines: Manage the movement of data between Customer Operations systems and the broader Arbor Division platforms.
• Analytics Infrastructure: Develop and maintain automated reporting dashboards to track real-time KPIs and ROI on digital programs.

Cross-Functional Collaboration

• Stakeholder Advisory: Provide best-practice technical advice to Sales, Marketing, and Product teams when designing new digital programs.
• Continuous Improvement: Identify "moments of waste" in the current tech stack and implement iterative fixes.
• Survey Management: Maintain the technical "closed-loop" process for NPS and C-sat surveys, ensuring data flows correctly to relevant stakeholders.

About you

• Technical Background: Proven experience in an analytics, operations, or technical project management role.
• Tooling Expertise: Hands-on experience with Zendesk, Gainsight, preferred. Experience with analytical tooling and process tooling. 
• Sector Experience: Previous experience within B2B SaaS is essential; experience in the Education sector is highly preferred.
• Data Management: Comfortable managing large datasets and maintaining data integrity across integrated systems.
• Communication: Strong writing skills and the ability to present complex technical insights to non-technical stakeholders.