Customer Experience Tooling and Automation Specialist, Arbor Education
We helps schools transform the way they work using data
Posted today
We helps schools transform the way they work using data
101-200 employees
Posted today
101-200 employees
Company mission
Arbor's mission to transform the way schools work for the better, and it starts by giving everyone the right tools and technology for the job.
Role
Who you are
- Technical Background: Proven experience in an analytics, operations, or technical project management role
- Tooling Expertise: Hands-on experience with Zendesk, Gainsight, preferred. Experience with analytical tooling and process tooling
- Sector Experience: Previous experience within B2B SaaS is essential; experience in the Education sector is highly preferred
- Data Management: Comfortable managing large datasets and maintaining data integrity across integrated systems
- Communication: Strong writing skills and the ability to present complex technical insights to non-technical stakeholders
What the job involves
- The CX Tooling and Automation Specialist is a technical, cross-functional role dedicated to architecting and maintaining the infrastructure that powers our customer experience
- You will bridge the gap between customer operations and technical execution, focusing heavily on the build, maintenance, and optimisation of our core CX platforms
- By leveraging automation and data integration, you will eliminate manual waste and ensure our systems scale effectively to support the wider division
- Process Architecture: Design, build, and deploy technical enhancements to customer experience processes
- Tool Optimisation: Lead the technical configuration of Gainsight and Zendesk to ensure high data accuracy and accessibility
- Automation Engine: Build and maintain complex rules and automated triggers within Gainsight and Zendesk to streamline the customer journey
- System Health: Act as the primary owner for the maintenance of Customer Operations systems, ensuring they are robust enough for daily BAU activities
- Data Pipelines: Manage the movement of data between Customer Operations systems and the broader Arbor Division platforms
- Analytics Infrastructure: Develop and maintain automated reporting dashboards to track real-time KPIs and ROI on digital programs
- Stakeholder Advisory: Provide best-practice technical advice to Sales, Marketing, and Product teams when designing new digital programs
- Continuous Improvement: Identify "moments of waste" in the current tech stack and implement iterative fixes
- Survey Management: Maintain the technical "closed-loop" process for NPS and C-sat surveys, ensuring data flows correctly to relevant stakeholders
Application process
- Phone screen
- 1st stage
- 2nd stage
Our take
Arbor helps schools transform the way they work, saving teachers time and improving student outcomes.
The mess and stress of data and admin is a major source of unhappiness in our schools. 60% of a teacher's time is spent on admin-related work, 53% agree that it contributes to stress and it's only getting worse every year. Arbor is tackling this by building hassle-free school technology. The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention.
With a team of diverse and experienced individuals, including former teachers and education specialists, the company stands poised to enact meaningful change within the sector, Its mission is clear: to assist schools in prioritising what matters most - enhancing the well-being of teachers and fostering positive student outcomes worldwide.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$4.1m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $14.2m
Company benefits
- Aside from the chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday.
- At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.
- Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.
- Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are
- We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!
- Half-day summer Fridays Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!
- 25 days holiday (excl. bank holidays)
- EAP - Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.
- We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice
Company values
- Own what you do - We act like owners, embrace responsibility and own the outcomes of our work - both good and bad!
- Everyday's a school day - Education and technology have changed more in the last 10 years than in the last 100. We need to embrace change and continually challenge ourselves to grow and stay ahead
- Make an impact - We take pride in being part of a movement to improve how schools work, so we're always thinking about how we can make a difference
- No-one can whistle a symphony - ...it takes an orchestra! We work together as a team to help each other, our partners and our customers to achieve their full potential
Company HQ
London, UK
Articles
Leadership
James Weatherill
(CEO)Previously Analyst at Ledbury Research for 3 years and Venture Manager at Therefore Ventures for 1 year
People progressing
Joined as Marketing Executive, being promoted to Marketing Manager after 1 year
Ulrik joined Arbor 10 years ago as a junior developer and has moved through the ranks to Principle Engineer and our longest serving engineer. A great representation of career progression at Arbor!
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Arbor Education
Ben Ainger (Talent Acquisition Lead)
- At Arbor, our mission is to transform the ways schools work. That means we serve a broad and diverse professional community - from teachers to SLT to Support Staff - and an equally diverse student and parent community. We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve
- As of today we know we’re not there yet, but we’re committed to doing the work to improve. We want Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive
- Our focus over the past few months has been on understanding where we need to improve, and on making sure that everyone at Arbor has had the chance to share their views. So far, we’ve established a Diversity and Inclusion Committee, surveyed our team, hosted training and workshops, and reviewed our recruitment process. We know we’ve still got big work to do, but we’re actively working on it. We look forward to hearing your thoughts on how we’re doing
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