Senior Analyst - CX Operations

Reporting and Analytics:

• Own recurring operational reporting and publishing, ensuring accuracy across data sources and systems.
• Prepare presentation‑ready outputs and leadership‑ready insights to support informed decision making.
• Review, refine, and develop KPIs by defining metric logic, validating data integrity, and performing manual calculations when needed.

Documentation and Process Optimization:

• Maintain documentation standards and structured repositories in Confluence and SharePoint.
• Document key processes and regularly audit, update, and standardize content to ensure clarity, consistency, and alignment with current practices.
• Streamline reporting and intake workflows to improve efficiency and reduce manual effort.

Systems Support and Wrike Stewardship:

• Support Wrike administration, including data hygiene, queue and intake management, workflow and form updates, and routing logic adjustments.
• Lead or participate in end‑to-end change management activities, including testing, rollout planning, training updates, and post‑launch adoption monitoring.
• Partner with Wrike Support and internal system owners to troubleshoot technical issues and resolve platform questions.