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.

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