CX Tooling and Automation Specialist

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.

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Life Assurance paid out at 3x annual salary
• Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks 
• Private Dental Insurance with Bupa 
• Salary sacrifice Pension provided by Scottish Widows
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm and Bippit (financial wellbeing coaching) 
• All of our roles champion flexible working and we are happy to discuss what this means to you
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices!

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email protected].