About this CX Tooling and Automation Specialist role at Arbor Education

Arbor Education · Onsite · Leeds, England, United Kingdom

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.

Maintenance & Data Integrity

System Health: Act as the primary owner for the maintenance of Customer Operations systems, ensuring they are robust enough for daily BAU activities.
Data Pipelines: Manage the movement of data between Customer Operations systems and the broader Arbor Division platforms.
Analytics Infrastructure: Develop and maintain automated reporting dashboards to track real-time KPIs and ROI on digital programs.

Cross-Functional Collaboration

Stakeholder Advisory: Provide best-practice technical advice to Sales, Marketing, and Product teams when designing new digital programs.
Continuous Improvement: Identify "moments of waste" in the current tech stack and implement iterative fixes.
Survey Management: Maintain the technical "closed-loop" process for NPS and C-sat surveys, ensuring data flows correctly to relevant stakeholders.

Requirements

About you

Technical Background: Proven experience in an analytics, operations, or technical project management role.
Tooling Expertise: Hands-on experience with Zendesk, Gainsight, preferred. Experience with analytical tooling and process tooling.
Sector Experience: Previous experience within B2B SaaS is essential; experience in the Education sector is highly preferred.
Data Management: Comfortable managing large datasets and maintaining data integrity across integrated systems.
Communication: Strong writing skills and the ability to present complex technical insights to non-technical stakeholders.

Benefits

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
Life Assurance paid out at 3x annual salary
Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks
Private Dental Insurance with Bupa
Salary sacrifice Pension provided by Scottish Widows
Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
Access to services such as Calm and Bippit (financial wellbeing coaching)
All of our roles champion flexible working and we are happy to discuss what this means to you
Social committees that plan team, office and company wide events to bring people together and celebrate success
Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
Volunteer with a charity of your choice for a day each year
Dog friendly offices!

Interview process

Phone screen
1st stage
2nd stage

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com.

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About Arbor Education

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.

We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.