CX Operations Analyst

In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. 

The CX Operation Analyst helps develop, implement and manage tools and processes to better understand customers and business needs. Reporting to the Director of Operations, the Analyst will manage cross-functional projects that aligns and optimize all areas of the customer journey. They will also build reporting to allow our teams to focus on taking action through insights.

What you'll do:

• Collaborate with key stakeholders to deliver projects on time.
• Collect data from internal and external sources to prepare analytical reports that support CX decision-making.
• Document existing and proposed processes.
• Develop reporting structures and statistical methods for trend analysis.
• Prepare status reports to provide visibility into team progress and client engagement.
• Communicate with senior stakeholders within customer organizations to advise and troubleshoot product and service configurations.
• Partner closely with other Cision departments, such as Sales, to improve customer relationships and internal processes.

What we are looking for:

• Strong Oral and Written Communication: Delivers clear and concise messages. Listens effectively and respects the contributions of others.
• Mentorship: Provide leadership and guidance to new team members
• Problem Solving: Recognises obstacles and uses resources to identify solutions.
• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
• Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles.
• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
• Technology Prerequisites: Experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
• Education: High School Diploma or GED equivalent

Preferred Qualifications:

• Technology: Salesforce, Jiminny, Calendly, 0365 Suite ChurnZero and/or Gainsight, Zendesk, JIRA, Service Now, Pendo
•  Work Experience: SaaS, Data Analytics

What we offer:

• Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each year  to encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy & Sabbatical leave policy