Customer Experience Business Analyst

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

Customer Experience Business Analyst

The Company

Our client is a well-established life insurance provider with a long-standing presence in the Australian market, trusted by millions to protect what matters most.With a strong focus on customer experience and a genuine commitment to doing right by the people they serve, they continue to invest in innovative ways to support their customers through every stage of their journey.

The Opportunity

An exciting opportunity has arisen for a Customer Experience Business Analyst to join a collaborative marketing function within a leading life insurance business.This is a hands-on, individual contributor role, you won't be managing a team, but you will lead discovery, mapping and business case development across key customer lifecycle moments, working closely with stakeholders across the business to define future state experiences and see recommendations through to implementation.

Key Accountabilities

• 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

Ideal Experience

• 3+ years' experience as a Business Analyst, Customer Experience Analyst, Business Change Analyst, Service Designer or similar
• Proven experience leading discovery activities, gathering requirements and mapping customer journeys and business processes
• Strong analytical and problem solving skills, including root cause analysis and business case development
• Comfortable working across business, operational, technology, risk and compliance stakeholders to build alignment and drive change
• Experience operating in regulated environments, ideally within financial services or insurance, is highly regarded but not essential

Why Apply

• Join a purpose driven organisation with a genuine focus on improving outcomes for its customers
• Play a hands on role shaping how customers experience key moments across their journey
• Access to training programs and mentorship opportunities designed to support your ongoing growth