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.