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CX Operations & Insights Specialist
Full-time
The CX Operations & Insights Specialist works closely with the Head of Customer Experience across Desky and Alternative Brewing, supporting operational excellence by turning data into insights, coordinating initiatives, improving processes and driving continuous improvement across global customer support teams.
Key responsibilities
Support day-to-day operations of the CX function, monitoring performance and identifying trends, risks and opportunities.
Build and maintain Zendesk Explore dashboards and operational reports, producing weekly and monthly performance reports.
Turn data into actionable recommendations that improve customer and business outcomes.
Recommend automation opportunities using Zendesk, AI and other operational tools.
Support the delivery of CX projects from planning through implementation.
Partner with Customer Service Managers to deliver operational improvements.
What you'll bring
3+ years' experience in CX Operations, Customer Service, Business Operations, Analytics or Project Coordination.
Strong analytical and problem-solving skills and experience building reports and dashboards.
Experience with Zendesk, particularly Zendesk Explore (highly desirable).
Experience with AI tools, workflow automation or process optimisation (highly desirable).
Knowledge of customer service KPIs and operational reporting.
