Customer Experience Analyst

About the role

The Customer Experience (CX) team aims to deliver a scalable, omnichannel care experience for clients and partners. As a CX Services Analyst you will review business platforms and working practices to find efficiencies, maximise platform functionality and improve user experience.

Key responsibilities

• Work closely with business teams to understand ways of working and identify improvement opportunities.
• Collect feedback, gather detailed requirements and propose solutions.
• Collaborate with CXT team members to implement process and system changes.
• Maintain up‑to‑date documentation, including process maps, user stories and configuration records.
• Support testing of changes and ensure agreement before deployment.
• Produce training materials and support business teams with implementation, coaching and communications.
• Act as first‑line support for regional teams, including onboarding to technology platforms.
• Champion and evolve CXT capability, acting as a change advocate.

Required profile

• Proven problem‑solving ability with creative solutions.
• Experience managing conflicting priorities in a fast‑changing environment.
• Track record of implementing business changes across teams.
• Strong stakeholder management and ability to build collaborative relationships quickly.
• Excellent oral and written communication, including presentations.
• Experience working with business process maps.
• Ability to quickly learn new business functions and identify relevant stakeholders.
• Bilingual (English/Spanish) preferred.