CX Intelligence Production Specialist
About the role
The CX Intelligence Production Specialist is responsible for coordinating, producing, and managing Signal Reports and related client intelligence deliverables. This role executes standardized AI-assisted reporting workflows, compiles operational and account inputs into client-ready reports, manages report production timelines, and supports cross-functional review and approval processes to ensure high-quality and consistent deliverables across the portfolio.
What you'll do
- Execute standardized Signal Report production workflows using approved AI skill libraries and reporting methodologies
- Compile operational metrics, account data, and supporting intelligence inputs into structured client deliverables
- Coordinate with CX Intelligence, Project Management, and Business Transformation stakeholders to gather required report input and maintain production timelines
- Manage multiple reports simultaneously while tracking production status, review stages, dependencies, and delivery deadlines
- Prepare draft reports for analytical review and incorporate approved revisions and feedback into final deliverables
- Apply formatting, layout, quality control, and presentation standards to finalize reports prior to client delivery
- Coordinate routing and approval workflows with project managers, account managers, and leadership stakeholders
- Maintain organized tracking of reporting queues, production schedules, approvals, and deliverable status updates
- Identify workflow blockers, production risks, or missing inputs and escalate issues appropriately
- Support continuous improvement initiatives related to reporting workflows, AI-assisted production processes, and deliverable consistency
- Collaborate with cross-functional teams to support reporting operations, client deliverables, and transformation initiatives
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Perform other duties as assigned
Requirements
- Proven experience designing high-impact presentations in Google Slides and leveraging Claude (or advanced AI tools) to optimize writing, research, and content production workflows.
- Ability to translate complex data into narrative-driven Google Slides decks, focusing on intuitive layout and flow to tell a compelling story.
- Experience managing and enforcing master templates across collaborative teams to ensure visual and structural consistency when multiple authors contribute to a single deliverable.
- Proven track record of structuring and delivering content-heavy documents from the initial brief through to final production.
- Experience using AI tools within a writing or content production workflow, including the ability to identify limitations and course-correct outputs.
- Strong developmental editing skills, with the ability to audit, refine, and quality-check AI-generated drafts of diagnostic or technical reports.
- Demonstrated ability to manage, prioritize, and deliver multiple complex deliverables simultaneously under tight deadlines.
- A disciplined personal quality-check process to ensure all deliverables are flawless before submission to clients or senior reviewers.
- Deep understanding of how to leverage CX intelligence in a consulting or operational transformation context to deliver actionable recommendations rather than just interesting data points.
- Experience collaborating with analysts, consultants, and subject matter experts to integrate diverse inputs while maintaining a single, coherent voice and high-quality standard throughout the document.
About Supportninja
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you'll have the opportunity to serve world-class customers through various channels while also working in our growth centric and fun-forward culture.
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