CX Business Systems Analyst
Core
Lead the transformation and optimization of Customer Experience (CX) technology across a portfolio of SaaS businesses, focusing on selecting, implementing, and improving platforms for customer support and success operations.
Role type
Senior CX Business Systems Analyst
Builds
Scalable CX technology systems, AI-powered service solutions, and efficient workflows for distributed teams
Domain
SaaS, Customer Experience, Customer Support, Customer Success
Required skills
CX technology implementation, AI-powered customer service platforms, requirements gathering, system integration, data migration, project management, workflow design, stakeholder communication
Preferred skills
Fin or comparable AI platform experience, Zendesk/Salesforce Service Cloud/Planhat familiarity, AI agents/chatbots implementation, multi-brand portfolio organization experience, ROI measurement
Technologies
Fin, Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, AI agents, chatbots, generative AI
Responsibilities
Lead end-to-end CX technology implementations from discovery to optimization; Drive AI-powered CX transformation; Translate business needs into technology strategies; Support AI service readiness; Manage CX platforms (support, success, knowledge, telephony, CRM); Define systems architecture and governance; Oversee data migration and consolidation; Coordinate cross-functional projects; Identify opportunities for innovation
Seniority
Senior, hands-on IC
