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Customer Experience Operations Analyst

Cision UK
Job LocationCanary Wharf
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Cision employs the brightest, most passionate people in the tech industry. Wed love for you to join our growing team! We invest in our people through training and professional development while supporting you along the wayall so you can meetyour career goals. To us, the most important measure of our success is yours.The roleWe are looking for a driven, logical, and attentive analyst to join our growing EMEIA Customer Experience team at Cision. This role will ultimately empower our Customer Experience department with key information by manipulating, analysing, and gatheringdata from a range of sources and technologies.In this role you will work on a range of projects, including implementation & adoption of new technologies, executive reporting & insights analysis. You will support the four pillars of CX (Customer Success, Customer Support, Onboarding/Implementation &Training and CX Operations) to deliver against their KPIs & revenue performance whilst identifying leading indicators of success.If you have a passion for building processes that scale, breaking down ambiguous problems and providing actionable insights then this is the role for you! This role is great for someone who wants to become more analytical and technical and this opens upa variety of opportunities for the future.Duties and responsibilities

    • Collecting data from various internal and external sources to prepare analytical reports that support CX decision making.
    • Working with staff from other departments as necessary to collect and summarize data and then present in a visual format.
    • Maintaining and organized database of all collected information to ensure efficient and effective data retrieval and reporting.
    • Routinely reviewing data to identify gaps, inconsistencies, and errors to address them promptly
    • Using ChurnZero, DOMO, JIRA and Salesforce to manipulate data and share insights with the wider CX team.
    • Developing reporting structures and statistical methods for trend analysis
    • Align with key stakeholders to send out daily, weekly, and monthly reports.
Essential Skills and Experience
    • Strong analytical skills, using a combination of toolsincluding (but not limited to): ChurnZero and/or Gainsight, Zendesk, JIRA, Salesforce, Service Now, Pendo.
    • Strong ability to extract and summarize actionable insights for decision-making purposes using a combination of tools including (but not limited to): PowerPoint, LucidChart.
    • Ability to work in a fast-paced environment.
    • Excellent proficiency in Microsoft Office Suite including Excel, PowerPoint & Outlook.
    • Ability to resolve unexpected problems quickly and efficiently.
    • Ability to work as part of a team andindependently.
    • Strong communication, organization, and planning skills.
    • Ability to learn and share knowledge with other team members.
What you will get
    • Career progression opportunities
    • Dental and healthcare plan
    • Employee Assistance Programme (EAP)
    • Cision Extras - retail discounts
    • Learning Portal
This role is for a start date ASAP with an expected salary up to £30,000 per annum.If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cisionsaward-winning solutions, including its next-gen Cision Communications Cloud, visit www.cision.com and follow @Cision on Twitter.Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-termsuccess. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion pledge and named a "Top Diversity Employer" for 2021 by DiversityJobs.com.Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexualorientation, national origin, genetics, disability, age, veteran status, or other protected statuses.Please review our Global Candidate Data Privacy Statement to learn about Cisions commitment to protecting personal data collected during the hiring process.

Keyskills :
AnalyticsCustomer ServiceData

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