Customer Experience Analyst: Shape Journeys & Outcomes

Parity Consulting; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Parity Consulting in Sydney, Australia is seeking a Customer Experience Business Analyst to join a collaborative marketing function within a leading life insurance business. This hands-on role focuses on discovery, mapping and business case development across key customer lifecycle moments, working with stakeholders to define future state experiences and drive implementation.

You will lead workshops, develop journey maps and requirements, and present findings and recommendations to senior

Qualifications

• 3+ years' experience as a Business Analyst, CX Analyst, or similar
• Experience leading discovery activities and mapping customer journeys
• Strong analytical and problem-solving skills including root-cause analysis

Responsibilities

• Lead discovery activities across key customer lifecycle moments, mapping current state journeys, processes and communications to identify pain points and opportunities
• Facilitate workshops to define future state experiences, developing journey maps, requirements and impact assessments for prioritised initiatives
• Prepare options analysis, recommendations and business cases to support prioritisation and decision making
• Build strong relationships across product, legal, compliance, risk, digital and customer service teams to support discovery and delivery
• Present findings, recommendations and business cases to senior stakeholders, building alignment and support for change
• Define and track success measures for customer experience improvements, evaluating outcomes once changes are implemented
• Use customer feedback, complaints and operational data to identify further opportunities for improvement

Skills

Discovery facilitation

Journey mapping

Requirements gathering

Stakeholder management

Job description

Parity Consulting in Sydney, Australia is seeking a Customer Experience Business Analyst to join a collaborative marketing function within a leading life insurance business. This hands-on role focuses on discovery, mapping and business case development across key customer lifecycle moments, working with stakeholders to define future state experiences and drive implementation.

You will lead workshops, develop journey maps and requirements, and present findings and recommendations to senior