Customer Experience Analyst

Description

CX Services Analyst

Role Overview

The Customer Experience (CX) team's mission is to deliver a scalable, omnichannel care experience for our clients and partners. As a CX Services Analyst, you will take responsibility for reviewing business platforms and working practices, with the objective of finding efficiencies, identifying how platform functionality can be maximised, and improving the user experience.

This is a business change role working with teams spanning all operational functions in the business, globally and across multiple brands. You will relish the challenge of a complex and regulated environment, and possess the right balance of business understanding, stakeholder engagement skills, and business and product analysis experience. You will thrive in a fast-paced workplace with changing priorities, balancing competing projects and managing stakeholder expectations. Excellent communication skills and the ability to present complex ideas clearly are essential.

Key Responsibilities

• Work closely with business teams to understand ways of working and identify opportunities for improvements and efficiencies.

• Collect feedback from teams on requests for changes and gather detailed requirements.

• Propose solutions and work collaboratively with other CXT team members to implement changes to processes and supporting business systems.

• Maintain up-to-date documentation, including business process maps for major processes, user stories for changes introduced by the CXT team, and configuration documentation for business systems.

• Support testing of changes, ensuring they are fully evaluated and agreed before deployment.

• Work with the Training Lead to produce relevant materials as required to support changes.

• Support business teams with implementation of changes, including providing group and one-to-one coaching and assistance with communications.

• Act as first-line support for regional business teams, including when onboarding new teams to technology platforms.

• Champion and evolve the CXT capability across your area of focus, acting as a change advocate.

Success Measures

• Improved ticket handling efficiency metrics.

• Reduction in cost to serve.

• Improved customer satisfaction.

• Reduction in contact rate.

Skills & Experience

• Evidence of problem solving and providing effective, creative solutions.

• Ability to manage conflicting priorities in a rapidly evolving team.

• Experience of implementing business changes within or across teams.

• Strong stakeholder management at all levels, building collaborative relationships rapidly.

• Experience communicating concepts and ideas to stakeholders at all levels, including oral and written presentations.

• Experience working with business process maps.

• Able to quickly learn new business functions and identify and map relevant stakeholders.

• Bilingual (English/Spanish) preferred.

• Desirable: good knowledge and understanding of current business processes and ways of working.