CX Discovery & Strategy Analyst

Parity Consulting; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Parity Consulting is seeking 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 with stakeholders to define future state experiences and see recommendations through to implementation.

Qualifications

• 3+ years of experience as a Business Analyst or CX Analyst, or similar.
• Proven ability to gather requirements and map customer journeys and processes.
• Strong analytical and problem solving skills, including root cause analysis and business case development.

Responsibilities

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

Skills

Business analysis

Customer experience

Requirements gathering

Journey mapping

Stakeholder management

Data analysis

Root cause analysis

Business case development

Job description

Parity Consulting is seeking 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 with stakeholders to define future state experiences and see recommendations through to implementation.