CX System Operations Analyst

• Work with CX systems as an admin and analyst
• Work remotely with autonomy across a modern SaaS technology stack

About Our Client The employer is a global SaaS business providing technology solutions that help accommodation providers streamline bookings, guest communications, payments, housekeeping, and day-to-day operations. The organisation continues to invest in customer experience, data-driven decision making, and AI-led process improvement initiatives.

Job Description

• Administer and configure customer experience platforms, including ticketing, customer success, implementation, CRM, reporting, and communication tools.
• Build and maintain dashboards, reports, workflows, routing rules, playbooks, and automation processes across the technology stack.
• Leverage AI tools to automate repetitive tasks, analyse data, cleanse datasets, generate insights, and improve operational efficiency.
• Produce recurring and ad hoc business reports for leadership while ensuring data quality and accuracy.
• Investigate data trends, identify operational improvements, and provide actionable recommendations to stakeholders.
• Support implementation and configuration of customer success and onboarding platforms, including rule creation and workflow management.
• Document system configurations, customer journeys, processes, and operational changes.
• Resolve platform issues, troubleshoot data discrepancies, and coordinate with technical teams when required.
• Drive continuous improvements in data hygiene, automation capabilities, and reporting effectiveness.

The Successful Applicant

• Proven experience in Customer Success Operations, Customer Experience Operations, Systems Administration, or a similar role within a SaaS environment.
• Strong background in customer success or SaaS organisations is essential.
• Hands-on experience configuring platforms such as Zendesk, Intercom, HubSpot, Salesforce, ChurnZero, Gainsight, Totango, Vitally, or comparable solutions.
• Advanced reporting and analytics capabilities, including dashboard development with Power BI or similar BI tools.
• Demonstrated experience in data analysis, data cleansing, process optimisation, and business reporting.
• Strong understanding of Customer Success, Support, and Implementation KPIs within a SaaS business.
• Proven experience using AI for automation, workflow improvements, reporting, analytics, and operational efficiency gains. Candidates should clearly articulate the business impact of their AI initiatives.
• Exposure to AI-assisted workflows, agents, prompt engineering, or automation projects is highly desirable.
• Excellent communication and stakeholder management skills with the ability to support multiple teams.
• Comfortable working remotely during Australian business hours.

What's on Offer

• Fully remote working arrangement.
• Day shift schedule aligned to Australian business hours.
• Opportunity to lead AI-driven automation and transformation initiatives.
• Exposure to a modern Customer Experience technology ecosystem.
• Strong ownership and autonomy in a globally focused SaaS environment.
• Collaborative role working directly with senior stakeholders across Customer Success, Support, and Implementations teams.

Quote job ref: JN-102026-7117232