Cxc Analyst

Job Title

CXC Analyst

Job Description Summary

Job Description

New Analyst Job Description :

SCOPE OF ROLE

Responsible for supporting the Customer Experience Centre (CXC) by enabling continuous improvement, driving data-informed decisions, and helping to execute operational strategy through process optimisation, documentation, and automation readiness. The Business Analyst will work closely with the Head of CXC and stakeholders across the business to ensure systems, workflows, and reporting tools are accurate, effective, and aligned with CXC's service goals and growth plans.

This role is central to improving operational efficiency, supporting scalable processes, and enhancing the quality and consistency of service delivery. It provides analytical, process, and documentation support across CXC activities and projects.

LEVEL OF AUTHORITY

No financial delegated authority

KEY RELATIONSHIPS (INTERNAL / EXTERNAL)

Internal

CXC Manager

CXC team (NZ & AUS)

Contract / Facilities Managers

Finance and Billing Team

Digital Solutions Team

Shared Services Team

Training & Compliance

External

Clients

Suppliers

Contractors and Subcontractors

JOB PURPOSE

To support CXC in analysing performance and maintaining accurate documentation and systems. The role will also support the implementation of technology improvements, onboarding of new clients, and development of agent support tools (e.g. decision trees, process flows). The CX Analyst will work collaboratively to improve the quality and efficiency of operations while helping prepare the centre for further growth and scale.

ACCOUNTABILITIES

• Assist with analysis of service delivery and operational trends and provide actionable insights to improve quality of service and efficiency.
• Lead the development and upkeep of agent tools including process documentation, decision trees, and client-specific workflows.
• Prepare and maintain training materials and the CXC knowledge base to support onboarding and upskilling, and assist with scheduling training roll out.
• Collaborate on the design and rollout of new portals, integrations, automations and other support tools including testing, feedback, and new documentation.
• Support the onboarding of new clients into the CXC operating framework including collaboration across with wider business to ensure all client and CXC needs met.
• Maintain and monitor RM data and data change documentation, ensuring a high level of accuracy. Conduct regular data quality checks, and establish best practices.
• Provide insight and potential improvements in productivity, accuracy, and agent experience
• Work with stakeholders to identify pain points or inefficiencies and propose solutions
• Support structured change management and communication of process changes to the wider team and / or business.
• Assist in the documentation of processes of CXC's role within the wider business
• Participate in internal improvement initiatives and cross-functional projects

BACKGROUND AND EXPERIENCE

Experience in a customer service, operations, or business support environment with strong process, systems, or analytical exposure. Previous experience in property, trades, or service delivery industries is advantageous.

QUALIFICATIONS & TECHNICAL SKILLS

PERSONAL CHARACTERISTICS

INCO : "Cushman & Wakefield"