Business Architect

Energy Australia; City of Melbourne; Remote; AUD 100,000 - 120,000; Full time

Job summary

A leading Australian energy provider is seeking a Business Architect to enhance customer experience through strategic frameworks and channel strategies. The ideal candidate has significant digital experience and strong business operations background. This position offers flexibility and values diversity, aligning with a 12-month fixed-term contract opportunity.

Benefits

Employee discounts on electricity and gas

20 weeks’ paid parental leave

Flexible working arrangements

Performance recognition programmes

Supportive leadership and culture

Qualifications

• Significant experience working in digital/technology teams.
• Strong business operations experience in customer-facing service/sales.
• Experience with capability models and transformation planning.
• Industry experience in energy, utilities, or telecommunications is desirable.

Responsibilities

• Define and embed consistent business architecture frameworks.
• Develop digital capability maturity model.
• Act as a bridge between business strategy and technical delivery.
• Conduct qualitative research and synthesize into insights.

Skills

Strategic thinking

Business operations experience

Experience in digital/technology teams

Capability models

Customer journey frameworks

Job description

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation for all.

EnergyAustralia is proud of the role our customers will play in driving the clean energy transition through their uptake of sustainable energy solutions in their homes, businesses and community. Behind-the-meter technologies (solar, battery storage, EVs, heat pumps, home appliances) and orchestration through a virtual power plant, will optimise energy consumption, reduce consumer costs and enhance sustainability and we are excited by our ability to offer these solutions.

About the Role

We’re looking for a Business Architect to help define and shape the future state of our customer experience across all segments—from residential to large business. This is a strategic and highly collaborative role, where you’ll bring structure, consistency, and clarity to our transformation efforts.

You’ll work closely with the Digital/Channel Strategy Lead and cross-functional teams to design and implement business architecture frameworks, capability models, and customer journey strategies that align with our customer transformation roadmap.

• Frameworks: Define and embed consistent business architecture frameworks across the Customer Transformation Program, including capability models, journey frameworks, and prioritisation tools.
• Digital Strategy & Capability Maturity: Own the development of a digital capability maturity model, helping us benchmark current performance and define the roadmap to uplift our digital channels.
• Strategic Liaison: Act as a bridge between business strategy and technical delivery—engaging with stakeholders across operations, digital, and IT. Ability to speak both “tech” and “business” is essential.
• Channel Strategy Definition: Support both high-level and detailed channel strategy planning—across digital, contact centres, and third-party providers—with a focus on shifting volumes to more efficient channels.
• Channel Design: form a good understanding of our channel operations (digital and contact centre) and take ownership of producing key artifact(s) to help illustrate how customers currently interact with us via our various channels
• Research & Insight: Conduct and synthesise qualitative research and performance data into actionable insights, presented through compelling executive-level storytelling.

About You

You’re a strategic thinker with a knack for structure and clarity. You’ve worked across business operations, digital strategy, and customer experience—and you know how to bring it all together.

• Significant experience working in digital / technology teams, likely gained in complex corporate and/or consulting environments, with comfort presenting to executive / senior management.
• Strong business operations experience, particularly in customer-facing service / sales businesses who utilise channels such as contact centre and digital/online.
• Strategic thinking skills, combined with pragmatism to help define strategy and future state, but also to help plan and roadmap the path to get there.
• Experience with capability models, customer journey frameworks, and transformation planning.
• Prior success in technology implementation / delivery in digital and/or large CRM transformations would be appealing.
• Ideal candidate has career experience spanning from technology through to business operations/channel strategy and design, and customer-facing journeys and impacts.
• Industry experience in energy, utilities, or telecommunications is highly desirable.

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks’ paid parental leave – completely gender-equal
• Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self
• A team and organisation that truly supports hybrid working / flexible working (this is not an on-site role).

If you’re ready to ‘light the way’ in your career, click ‘Apply’ to submit your confidential application. Please note this is a 12-month fixed-term contract opportunity.