CX Operations Analyst

Cision Ltd.; London; Hybrid; Confidential; Full time

Job summary

An innovative firm is seeking a CX Operation Analyst to enhance customer experiences through data-driven insights and collaboration. In this dynamic role, you will manage cross-functional projects, develop reporting structures, and optimize customer journeys. Join a passionate team dedicated to delivering exceptional service while enjoying a hybrid work environment. This position offers opportunities for professional growth and the chance to contribute to meaningful change in communication and customer engagement. If you thrive in a fast-paced setting and are eager to make an impact, this role is perfect for you.

Benefits

25 days holiday plus 4 wellness days

Health cash plan

Gym membership contribution

Cycle to work scheme

Employee discounts platform

Dental insurance

Employee assistance plan

Maternity/parental leave policy

Sabbatical leave policy

Qualifications

• Strong communication skills with a focus on clarity and conciseness.
• Ability to mentor and guide new team members effectively.

Responsibilities

• Collaborate with stakeholders to deliver projects on time.
• Collect and analyze data to support decision-making.

Skills

Oral Communication

Written Communication

Problem Solving

Time Management

Adaptability

Professionalism

Education

High School Diploma or GED equivalent

Tools

Salesforce

Jiminny

Calendly

0365 Suite

ChurnZero

Gainsight

Zendesk

JIRA

Service Now

Pendo

Job description

London, England, United Kingdom CX regular Hybrid

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change.

The CX Operation Analyst helps develop, implement and manage tools and processes to better understand customers and business needs. Reporting to the Director of Operations, the Analyst will manage cross-functional projects that aligns and optimize all areas of the customer journey. They will also build reporting to allow our teams to focus on taking action through insights.

What you'll do:

• Collaborate with key stakeholders to deliver projects on time.
• Collect data from internal and external sources to prepare analytical reports that support CX decision-making.
• Document existing and proposed processes.
• Develop reporting structures and statistical methods for trend analysis.
• Prepare status reports to provide visibility into team progress and client engagement.
• Communicate with senior stakeholders within customer organizations to advise and troubleshoot product and service configurations.
• Partner closely with other Cision departments, such as Sales, to improve customer relationships and internal processes.

What we are looking for:

• Strong Oral and Written Communication: Delivers clear and concise messages. Listens effectively and respects the contributions of others.
• Mentorship: Provide leadership and guidance to new team members
• Problem Solving: Recognises obstacles and uses resources to identify solutions.
• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
• Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles.
• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
• Technology Prerequisites: Experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
• Education: High School Diploma or GED equivalent

Preferred Qualifications:

• Technology: Salesforce, Jiminny, Calendly, 0365 Suite ChurnZero and/or Gainsight, Zendesk, JIRA, Service Now, Pendo
• Work Experience: SaaS, Data Analytics

What we offer:

• Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each yearto encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy & Sabbatical leave policy

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 over 1.1 billion influencers, in-depth monitoring, analytics and itsBrandwatch andFalcon.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 Cision's award-winning solutions, including its next-gen Cision Communications Cloud, visitwww.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-term success. Cision is proud to have joined more than 600 companies in signing theCEO Action for Diversity & Inclusion pledge and named a “Top Diversity Employer” for 2021 byDiversityJobs.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, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [e-mail]