Customer Experience Operations Analyst

About Lucidya

Lucidya is MENA’s leading AI-powered Customer Experience Management (CXM) suite, enabling brands to truly understand and act on customer insights. Our unified platform covers every stage of the CX journey, from social listening and omnichannel conversations to surveys, CDP, customer engagement, and AI-driven analytics.

About the Role

We are seeking a Junior Customer Experience (CX) Operations Analyst to support our growing CX team in delivering a seamless, data-driven customer journey. You will be responsible for managing and optimizing CX platforms primarily HubSpot (CX) and ChurnZero ensuring clean customer data, scalable processes, and actionable insights.

This is an excellent opportunity for someone early in their career who is passionate about Customer Experience in the SaaS space and eager to learn industry-leading tools and processes.

What You’ll Do

• Manage daily CX operational tasks in HubSpot and ChurnZero, including data syncs, segmentation, and automation.
• Build and maintain workflows for CX pipeline, forecasting, and processes.
• Troubleshoot field mapping, integration, and system logic issues.
• Ensure accurate data flow for customer health scores, lifecycle stages, and company details.
• Conduct regular customer data audits for accuracy and completeness.
• Clean and enrich records using HubSpot tools, filters, and custom views.
• Support deduplication, tagging, and standardization processes.
• Assist in mapping and optimizing workflows for renewals, expansions, and proactive outreach.
• Maintain customer stage definitions in line with CX playbooks.
• Create or assist in building dashboards for key CX metrics.
• Pull data from HubSpot and ChurnZero to support team decision-making.
• Maintain documentation for CX workflows, playbooks, and operational processes.

Support the CX team in using HubSpot and ChurnZero effectively.

What We’re Looking For

• Bachelor’s degree in Business, Operations, Analytics, or related field.
• 1–2 years’ experience in CX, CS, or Support Operations (SaaS experience preferred).
• Hands-on experience with HubSpot CRM and ChurnZero (required).
• Strong understanding of data hygiene and customer lifecycle metrics.
• Proficiency in spreadsheets (Excel/Google Sheets) and basic reporting.
• Detail-oriented, analytical, and collaborative
• Fluent in English (Arabic is a plus).

Why Join Lucidya?

• Shape the future of customer experience in MENA with an industry-leading platform.
• Join a fast-growing AI company at the forefront of digital transformation.
• Work with a mission-driven, collaborative team obsessed with product excellence.
• Competitive compensation, growth opportunities, and a chance to make a real impact.