Digital CX Tech Specialist

About the Role

The Digital CX Technology Analyst prepares and manages the data, systems, and processes that power LSEG's digital customer success strategy. This role identifies, collects, and prepares data, primarily from Snowflake, for 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 optimization, and operational metrics required to scale Customer Success. The role owns platform data integrity, helps design business rules that analyze 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, Sales Technology, Marketing, Product, Support, Sales Strategy and Execution, and other teams to ensure technology initiatives are prioritized 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 analyze customer data and trigger scalable digital programs 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, organizational 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 programs, 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 standardized 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.

Requirements & Tech Stack

• Gainsight CS
• Gainsight PX
• Journey Orchestrator
• Snowflake
• Salesforce
• SQL
• AI

Qualifications

• 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 organizational skills, with the ability to manage multiple and competing priorities.
• Sound business judgment, with the ability to see the bigger picture, prioritize 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.