CX Operations Analyst: Gainsight Admin & Digital Journeys

World Wide Technology

Broken Arrow (OK)

On-site

USD 70,000 - 90,000

Full time

8 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

World Wide Technology is seeking a Customer Experience Operations Analyst to lead Gainsight administration, journey design, and data-driven CX initiatives. You will map digital touchpoints, build automation, and partner with cross-functional teams to optimize customer outcomes across our lifecycle.

The role emphasizes measurement, process improvement, and effective communication of insights across the organization.

Qualifications

Gainsight administration experience required.
Experience with any design or visualization SW.
Past work experience with OEMs like Cisco, VMWare, Microsoft, Dell EMC is a plus.
Strong organization skills.
Operationally minded and data-driven.
Able to analyze data and solve problems quickly.
Comfortable in ambiguous, fast-changing environments.
Self-driven, business-minded and goal oriented.

Responsibilities

Gainsight Admin: Configure and maintain Gainsight to optimize customer lifecycle management.
Journey Orchestrator: Design and manage customer journeys in Gainsight.
Data Designer: Create data models and dashboards for insights.
Rule Management/Creation: Build automation rules and guardrails.
Reporting Accuracy: Ensure reliability and precision of reports.
Dashboard: Develop and maintain visual dashboards.
Develop periodic surveys and measure success.
Collaborate with cross-functional teams to tailor Gainsight to business needs.
Utilize Gainsight data to drive customer success strategies.
Identify ways to improve client and team experience with our tools.
Gainsight how-to guides and best practices.
Digital Driver responsibilities within internal/external platforms.