Digital CX Tech Specialist

About the Role

The Digital CX Technology Analyst prepares and manages the data, systems and processes that power our digital customer success strategy. The role identifies, collects and prepares data, primarily from Snowflake, and enables its effective use across Gainsight CS, Gainsight PX and Journey Orchestrator. Working closely with functional leaders, the analyst supports projects spanning planning, reporting, goal setting, customer health, business process optimisation and the operational metrics required to scale Customer Success. The role owns platform data integrity, helps design business rules that analyse customer data and trigger digital customer success actions, and contributes to a scalable customer lifecycle from onboarding through renewal. This is a cross-functional role partnering with Customer Success Operations, Sales Operations, Corporate Technology Data Enablement and Sales Technology, Marketing, Product, Support, Sales Strategy and Execution, and other teams to ensure technology initiatives are prioritised against Customer Success objectives. It combines solution design with hands-on work across backend data systems and customer-facing journey orchestration, and provides development towards a solution architecture career path.

Key Responsibilities

• Develop and maintain the roadmap of systems, tools and data capabilities needed to support Customer Success, including resource planning, project management, customer health tracking and operational business metrics.

• Identify opportunities to improve Customer Success effectiveness, efficiency, scalability and financial performance, and translate those opportunities into practical technology and process improvements.

• Own platform data integrity and coordinate the sources, metrics, frequency and level of data required for digital customer success use cases.

• Identify, extract, transform and prepare data, primarily from Snowflake, so it can be used effectively within Gainsight CS, Gainsight PX and Journey Orchestrator.

• Configure and deploy Gainsight and Salesforce capabilities for internal users, including system configuration, integrations, reports, dashboards, workflows and business rules.

• Design and manage rules that analyse customer data and trigger scalable digital programmes across the customer lifecycle, from onboarding through adoption, health management and renewal.

• Partner with Sales Operations and Customer Success Operations to establish and maintain role-based metrics and insights, including customer health indicators, renewal performance, territory and account planning, organisational performance, customer lifecycle measures and Voice of Customer feedback.

• Enable colleagues to use customer data effectively within Gainsight, particularly through Journey Orchestrator, and prepare Customer Success teams for new processes, tools and functionality.

• Coordinate delivery of Customer Success enablement programmes, tools and processes, clearly communicating priorities, activities, dependencies and outcomes to stakeholders.

• Establish practical processes that help CSMs work effectively with cross-functional teams, including onboarding plans that bring new CSMs up to speed efficiently.

• Translate data into scalable customer journeys and product messaging, balancing technical design, customer experience and operational requirements.

• Structure data and solutions in an efficient, lean and cost-conscious way so digital journeys can scale across Data & Analytics and Risk Intelligence product suites.

• Recommend and support adoption of best practices and standardised procedures that improve consistency and reduce manual effort.

• Provide second-line platform support and coordinate issue resolution with Gainsight Support, the Gainsight Technical Account Manager and Corporate Technology partners.

• Manage multiple strategic and operational projects in a fast-paced environment, adapting priorities as business needs evolve and supporting the team’s ambition to operate natively with AI.

Qualifications and Experience

• Bachelor’s degree preferred, or equivalent relevant experience.

• Experience in a SaaS or recurring-revenue business, ideally within Customer Success, Revenue Operations, Sales Operations or a related operational function.

• Hands-on Gainsight administration experience, including Gainsight CS and Gainsight PX, with experience maintaining a Gainsight and Salesforce Customer Success platform model.

• Gainsight Administration certification required; Salesforce Administration certification preferred.

• Experience with Snowflake or a similar cloud data warehouse, including extracting and preparing data for downstream use.

• Strong SQL skills and experience working across backend data systems, integrations, reports, dashboards and workflows.

• Experience with Journey Orchestrator or a similar journey or workflow orchestration tool.

• Strong data analysis, reporting and problem-solving skills, with the ability to turn business requirements into scalable technology solutions.

• Demonstrated ability to understand and meet internal or external customer needs.

• Strong organisational skills, with the ability to manage multiple and competing priorities.

• Sound business judgement, with the ability to see the bigger picture, prioritise effectively and act in an environment of change and ambiguity.

• Comfort working with high-performing teams in an indirect and matrixed capacity, taking initiative and maintaining disciplined execution.

• Interest in solution architecture and in designing data and technology structures for long-term scalability, not only immediate delivery needs.

Working at LSEG

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Career Stage:

Senior Associate

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.