CXC Analyst
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Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title
CXC AnalystJob 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 CXCs 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 CXCs 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
Competent in Microsoft Office Suite especially Excel and Word
Experience with data analysis reporting or documentation in an operational setting
Working knowledge of service systems such as JDE Genesys or CRM tools
Familiarity with process mapping documentation or training design
A relevant tertiary qualification (e.g. Business analysis Information Systems Operations) is preferred
Exposure to Power Apps Smartsheets or other automation or knowledge base tools is an advantage
PERSONAL CHARACTERISTICS
Strong attention to detail and organisational skills
Analytical mindset and problem-solving ability
Effective communicator with good written and verbal skills
Team-oriented with a proactive and collaborative approach
Comfortable working independently and managing competing priorities
Ability to simplify complexity and document clearly for others
INCO: Cushman & Wakefield
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Impulsadospor ideas, conocimiento y dedicación más allá de las fronteras y de las líneas de servicio.
