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updated 25 days ago

CX Tooling and Automation Specialist

30 000GBP
Work type
fulltime
Grade
middle
English
b2
Country
Europe
This vacancy is from Hirify.Global listVacancy from Hirify Global, list of international tech companies
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Job description

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TL;DR
CX Tooling and Automation Specialist (Gainsight/Zendesk): Building and optimising customer experience infrastructure, automation rules, data pipelines, and KPI dashboards with an accent on system configuration, data integrity, and cross-functional technical enablement. Focus on integrating Customer Operations systems, eliminating manual waste, and maintaining closed-loop NPS and C-sat survey processes.

Salary: £30,000 per year

Company

hirify.global operates in the B2B SaaS and education technology sector.

What you will do

  • Design, build, and deploy technical enhancements for customer experience processes.
  • Configure and optimise Gainsight and Zendesk, maintaining accurate and accessible customer data.
  • Build and maintain automation rules and triggers that streamline the customer journey.
  • Own the maintenance of Customer Operations systems and manage data movement across integrated Arbor platforms.
  • Develop automated reporting dashboards for real-time KPI and digital programme ROI tracking.
  • Advise Sales, Marketing, and Product teams on technical best practices and maintain NPS and C-sat survey data flows.

Requirements

  • Experience in analytics, operations, or technical project management.
  • Hands-on experience with Zendesk and Gainsight, as well as analytical and process tooling.
  • Previous experience in B2B SaaS is essential; education-sector experience is highly preferred.
  • Ability to manage large datasets and maintain data integrity across integrated systems.
  • Strong writing skills and the ability to explain complex technical insights to non-technical stakeholders.

Culture & Benefits

  • Flexible working arrangements are available for discussion.
  • 32 days of holiday, including 25 days of annual leave and 7 company-wide days, plus Bank Holidays.
  • Private dental insurance, life assurance at 3x annual salary, pension contributions, and comprehensive wellness support.
  • Enhanced maternity, adoption, and paternity leave, plus return-to-work maternity coaching.
  • Professional development training budget, wellbeing services, charity volunteering day, and dog-friendly offices.
  • Wellbeing initiatives include mindfulness sessions, mental health support, manager training, and financial coaching.

Hiring process

  • Phone screen.
  • First-stage interview.
  • Second-stage interview.

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