Systems Analyst, Customer Experience

Systems Analyst, Customer Experience – Permanent - £44,000 - £46,000

Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage:

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. 

Our guaranteed independence means we’re free to:

• Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact

• Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning

• Think long-term – experimenting, taking risks, and investing in new ideas

About our Team:

Join our dedicated Customer Experience team where we work to ensure excellent journeys. Our team plays a key role in linking departments, including Technology and Customer Services, to bring solutions to life. Together, we are committed to making a meaningful impact in the academic publishing landscape.

Could you be our new Systems Analyst, Customer Experience? Are you?

• Able to troubleshoot and resolve system issues by investigating root causes and implementing effective solutions?

• Able to communicate technical findings clearly and confidently to both technical and non‑technical audiences?

• Experienced in performing data validation and quality assurance activities to maintain data integrity?

• Proficient in SQL, with the ability to build and maintain system reports?

• Proficient at reviewing system setups and managing user acceptance testing for system changes?

• Comfortable operating in both BAU environments and post‑launch hypercare phases?

• Experienced in supporting CRM or customer service platforms in a live operational setting?

• Familiar with working collaboratively with internal technology teams and external vendors?

• Knowledgeable about REST APIs, including using tools such as Postman for testing and validation?

• Reliable in following defined processes, managing priorities, and delivering work in a fast‑paced global environment?

Your new role:

As a Systems Analyst, Customer Experience, you will play a key role in maintaining the health and stability of our customer experience systems.

• Ensure CX systems consistently deliver accurate, reliable data and high availability, enabling confident reporting and decision‑making.

• Maintain stable, secure, and high‑performing CX systems through effective administration and preventative maintenance.

• Facilitate effective support, onboarding, and continuity by maintaining system configurations and workflow documentation that are clear, up-to-date, and easy to access.

• Minimise user disruption and business risk by identifying and resolving system issues before they impact users.

• Safeguard data integrity by running regular validation checks and proactively reviewing data quality trends.

• Provide clear visibility of data quality and alignment by building and maintaining meaningful, actionable data quality reports.

• Maintain user confidence and efficiency by delivering timely, effective first‑line support for CX system users and their queries.

• Ensure system changes and integrations are reliable and low‑risk through planned, detailed testing of systems and workflows.

Overview of benefits:

• 25 days annual leave (plus bank holidays) with 2 additional floating personal days.

• Hybrid working up to 2 days per week in office and a home working allowance.

• Life assurance, income protection, and travel insurance.

• Private medical cover and access to the company doctor.

• Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.

• Variety of snacks and beverages available in the office.

• Healthy lifestyle reimbursement and anniversary trips.

• Access to Company loans (season ticket loan, rental deposit loan, cycle loan).

We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application.

We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email [email protected] . Please note we only accept applications via email if an adjustment has been agreed.

Closing date for applications: Sunday 14th June 2026

To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.

Diversity, Equity, and Inclusion

At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.