Explore your passion with us! 

Founded in 1988, Child Development Schools is headquartered in Austin, TX operating over 260 childcare centers in 11 states. Our three early childhood education brands are Childcare Network, Sunrise Preschools, and My Small Wonders. We proudly provide quality care and developmental education to over 30,000 children aged six weeks to twelve years. 

We have a great opportunity for a CRM System and Customer Experience (CX) Journey Analyst to join our growing company!

CRM System and Customer Experience (CX) Journey Analyst focuses on optimizing the processes and systems that impact customer interactions, ensuring a seamless and efficient experience across all touchpoints. The role combines expertise in customer relationship management (CRM) systems with a deep understanding of customer journeys, process improvements, and analytics.

Skills & Competencies:

• Bachelor's degree in Information Technology, Business, or related field (or equivalent experience).
• Strong proficiency in CRM platforms (Salesforce, HubSpot, etc.).
• Experience with contact center management including telephony systems (Nice CXOne)
• Expertise in customer journey mapping and experience design.
• Process optimization and continuous improvement methodologies
• Project management and/or support ticketing systems (Jira, Freshservice)
• Data analysis and reporting capabilities, with a focus on actionable insights.
• Excellent communication and collaboration skills to work across departments.

Preferred Qualifications:

• CRM certification (e.g., Salesforce Certified Administrator).
• Experience with data migration and integration.
• Knowledge of automation tools and workflows within the CRM system.
• Familiarity with reporting and analytics tools (e.g., Tableau, Power BI).

Work Environment:

• Hybrid
• Occasional travel may be required for training or system integration projects

Want to learn more about Child Development Schools? We’re always looking for nurturing, innovative, and dedicated individuals to join us and explore their passion for child care and early education. Please click to join our Talent Network so we can keep in touch about other current and future opportunities!

Child Development Schools provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Key Responsibilities:

1. CRM System Optimization:

• Assess and enhance the effectiveness of CRM platforms to improve customer data management, campaign tracking, and communication strategies.
• Work with cross-functional teams to configure and customize CRM systems to meet specific business needs.
• Ensure the CRM system integrates smoothly with other business tools, enabling automation and streamlining processes.

2. Process Improvement:

• Use data-driven insights to identify areas where customer-facing processes can be made more efficient and impactful.
• Lead efforts to streamline workflows, eliminate inefficiencies, and improve turnaround times within support ticketing system.
• Create process templates and continuously updates documentation for best practices, Standard Operating Procedures (SOPs), and process standardization within the CRM department to ensure efficiency, consistency, and alignment with internal and external requirements.

3. Vendor Management:

• Manage relationships with CRM and other relevant technology vendors (such as telephony systems), ensuring they meet agreed-upon service level agreements (SLAs).
• Liaise with vendors for system updates, patches, and troubleshooting, ensuring minimal disruption to business operations.
• Work with vendors to evaluate new features or tools and support decision-making processes for system enhancements or upgrades.

4. Project Management:

• Manage projects related to CRM system updates, CX improvements, and process optimization initiatives.
• Define project goals, timelines, and deliverables, ensuring alignment with broader business objectives.
• Coordinate with cross-functional teams (e.g., IT, marketing, communications, operations, customer service) to ensure project milestones are met.
• Monitor project progress, mitigate risks, and provide status updates to key stakeholders.

5. Data Analysis and Reporting:

• Leverage data analytics to measure customer satisfaction, identify trends, and report on the success of CRM, contact center, marketing, and CX improvements.
• Use KPIs and performance metrics to assess the impact of process improvements on customer retention, satisfaction, and overall business outcomes.
• Work with business teams to ensure that CRM data is accurate, timely, and accessible for decision-making purposes for operators and leadership.

6. Customer Journey Mapping:

• Analyze and document the entire customer journey, from awareness through to post-purchase support.
• Identify pain points, bottlenecks, and opportunities for improvement in customer interactions.
• Manage integrations related to customer journey touchpoints, ensuring a seamless experience across channels (e.g., email, phone, social media, website, telephony system).

7. End User Training

• Create an end user on-boarding plan and continuously assess the training needs of end users and adjust training content based on system updates, user feedback, and evolving business requirements.
• Collaborate with cross-functional teams to incorporate feedback from users into training improvements, ensuring continuous learning and system optimization.
• Ensure that training documentation is regularly updated to reflect new CRM features, process changes, or software upgrades.
• Manage integrations related to customer journey touchpoints, ensuring a seamless experience across channels (e.g., email, phone, social media, website).

Our Benefits Provide:

• Discounts up to 50% off childcare tuition
• Medical/Dental/Vision Insurance plans
• Paid Holidays, Vacation, and Sick Leave
• Free access to online training
• Education assistance to pursue your degree
• 401K plan savings and investment plan with employer contribution