CXC Analyst

Overview

Supports CXC by analysing data, optimizing processes, and managing documentation.

Key Responsibilities

• data management
• agent tools
• portal design
• process documentation
• client onboarding
• change management

Tasks

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

Requirements

• jde
• genesys
• crm
• excel
• data analysis
• business analysis

What You Bring

-Working knowledge of service systems such as JDE, Genesys, or CRM tools -Competent in Microsoft Office Suite, especially Excel and Word -CXC team (NZ & AUS) -Effective communicator with good written and verbal skills -A relevant tertiary qualification (e.g. Business analysis, Information Systems, Operations) is preferred -Ability to simplify complexity and document clearly for others -Comfortable working independently and managing competing priorities -Experience with data analysis, reporting, or documentation in an operational setting -Strong attention to detail and organisational skills -Analytical mindset and problem-solving ability -Familiarity with process mapping, documentation, or training design

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Benefits

-Shared Services Team

About Cushman & Wakefield

-With operations across ~400 offices in 60+ countries, it bridges global scale with deep local market insight. -Typical projects range from agency leasing and capital-markets advisory to project development and integrated facilities management. -The firm specializes across sectors including data centers, industrial/logistics, life sciences, retail, government, and healthcare. -A standout fact: it advises marquee assets like ports, rail hubs, and sports venues.

Sector Specialisms