Senior Customer Experience(CX) Automation Specialist

YOUR ROLE

As the Customer Experience Automation Analyst, you will be responsible for driving operational excellence across the customer journey by leveraging data, automation, and strategic insight. You'll play a vital role in optimizing internal tools, processes, and metrics that empower our customer-facing teams and ultimately improve customer satisfaction. You will report to the Senior Director of Customer Experience and Strategy, who fosters a collaborative and transformation-driven leadership style.

YOUR IMPACT

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

• Use metrics, analytics, and feedback loops to identify friction points and continuously improve CX operations at scale.
• Drive improvements in processes, systems, and tooling to support customer satisfaction and internal efficiency as SolarWinds continues to grow.
• Uncover actionable insights from NPS and other customer data to inform CX strategy and prioritize high-impact initiatives. Continuously identify new problem statements, identify key customer pain points, deep dive into data, come up with robust analysis and propose solutions to improve customer experience.
• Identify gaps and inefficiencies in internal tools and workflows lead cross-functional projects to implement solutions.
• Partner with engineering and Salesforce teams to scope, prioritize, and implement automation and process enhancements.
• Evaluate and implement new enablement technologies that streamline operations and enhance team productivity.
• Design and document scalable internal workflows and reporting mechanisms that drive business value.
• Collaborate with CX leadership to gather, structure, and interpret data for strategic planning and decision-making.
• Stay informed of industry best practices, trends, and tools to innovate CX operations continuously.

YOUR EXPERIENCE

Strong hands-on programming experience in Python, with the ability to build reusable scripts, automate workflows, and analyze complex datasets.
- Practical experience with AI automation, including applying AI tools or models to improve business processes, analytics, reporting, or operational efficiency.
- Experience working with data pipelines, APIs, databases, or large-scale data processing systems.
- Exposure to LLM frameworks and modern AI tooling such as OpenAI APIs, Hugging Face, LangChain, or similar platforms.
- Strong data analysis skills, including the ability to work independently with structured and unstructured datasets.
- Working knowledge of data visualization tools such as Tableau, Power BI, or similar BI platforms.
- Strong problem-solving skills with the ability to break down ambiguous business problems into clear analytical or automation solutions.
- Ability to collaborate effectively with Engineering, Data, BI, Product, and business stakeholders.
- Clear communication skills, including the ability to explain technical findings, data needs, blockers, and recommendations in a simple and actionable way.
- Strong ownership and follow-through, with the ability to manage priorities, deliver high-quality work, and operate with minimal hand-holding.