updated 25 days ago
CX Tooling and Automation Specialist (Zendesk/Gainsight)
30 000GBP
Match & Cover letter
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Job description
Text:
TL;DR
CX Tooling and Automation Specialist (Zendesk/Gainsight): Architecting and maintaining customer experience infrastructure across Gainsight, Zendesk, integrated data systems, and reporting dashboards with an accent on automation, data integrity, and process optimisation. Focus on building automated triggers, managing data pipelines, and developing real-time KPI and ROI reporting for cross-functional digital programs.
Location: Leeds, England, United Kingdom; hybrid workplace
Salary: £30,000 per year
Company
operates in the B2B SaaS and education technology sectors.
What you will do
- Design, build, deploy, and optimise technical enhancements to customer experience processes.
- Configure and maintain Gainsight and Zendesk, including complex rules and automated triggers.
- Own the maintenance and operational health of Customer Operations systems.
- Manage data movement between Customer Operations systems and wider Division platforms.
- Develop automated reporting dashboards for real-time KPI and digital-program ROI tracking.
- Maintain closed-loop NPS and C-sat survey processes and advise Sales, Marketing, and Product teams on digital programs.
Requirements
- Proven experience in analytics, operations, or technical project management.
- Hands-on experience with Zendesk and Gainsight, plus analytical or process tooling.
- Previous B2B SaaS experience is essential; education-sector experience is highly preferred.
- Experience managing large datasets and maintaining data integrity across integrated systems.
- Strong writing skills and the ability to present complex technical insights to non-technical stakeholders.
Culture & Benefits
- Flexible working options are available for discussion.
- 32 days of holiday plus Bank Holidays, including 25 days of annual leave and 7 company-wide days.
- Wellbeing support including a dedicated wellbeing team, virtual GP access, mental health support, counselling, and health checks.
- Life assurance at 3x annual salary, private dental insurance, and a salary-sacrifice pension.
- Enhanced maternity, adoption, and paternity leave, plus return-to-work maternity coaching.
- Professional development budget, charity volunteering day, and social events.
Hiring process
- Phone screen.
- First-stage interview.
- Second-stage interview.
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