Job Title
CXC Analyst
Job Description Summary
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
ClientsSuppliersContractors and SubcontractorsJob 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 experienceWork with stakeholders to identify pain points or inefficiencies and propose solutionsSupport 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 businessParticipate in internal improvement initiatives and cross-functional projectsBackground 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
Competent in Microsoft Office Suite, especially Excel and WordExperience with data analysis, reporting, or documentation in an operational settingWorking knowledge of service systems such as JDE, Genesys, or CRM toolsFamiliarity with process mapping, documentation, or training designA relevant tertiary qualification (e.g. Business analysis, Information Systems, Operations) is preferredExposure to Power Apps, Smartsheet\'s or other automation or knowledge base tools is an advantagePersonal Characteristics
Strong attention to detail and organisational skillsAnalytical mindset and problem-solving abilityEffective communicator with good written and verbal skillsTeam-oriented with a proactive and collaborative approachComfortable working independently and managing competing prioritiesAbility to simplify complexity and document clearly for othersINCO : Cushman & Wakefield
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