CX Operations Analyst
CX Operations Analyst
Posted on :
11-05-2025
Employer Active
1 Vacancy
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Job Description
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 youll 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 youre solving complex problems or driving bold innovations your growth is our success and together well 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 missiondriven 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 crossfunctional 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 youll do:
- Collaborate with key stakeholders to deliver projects on time.
- Collect data from internal and external sources to prepare analytical reports that support CX decisionmaking.
- 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 selfimprovement. Delivers on promises timely and meets commitments
- Technology Prerequisites: Experience using CRMs customer success platforms meeting recording and scheduling applications data analysis and presentationbuilding 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 year to encourage a healthy worklife balance!
- Health cash plan employer paid at level 3. (Option to upgrade plan to level 45 or 6 add family members at employees 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 employees 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 Newswire a network of over 1.1 billion influencers indepth monitoring analytics and media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas EMEA and APAC. For more information about Cisions awardwinning solutions including its nextgen Cision Communications Cloud 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 longterm success. Cision is proud to have joined more than 600 companies in signing theCEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .
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
Please review ourGlobal Candidate Data Privacy Statementto learn about Cisions commitmentto protecting personal data collected during the hiring process.
Required Experience:
IC
Employment Type
Full Time
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