Digital Experience BA: CRM & Process Transformation

Kingborough Council; Kingston; On-site; AUD 108,000 - 123,000; Full time

Job summary

Kingborough Council is seeking a Digital Experience Business Analyst to support digital transformation by analysing and redesigning community-facing and internal processes. You will map customer journeys, identify improvements and help deliver a modern CRM platform.

The role reports to the Digital Experience department, is fixed-term full-time, with a salary of AU$108,123–AU$122,553 plus 12.5% superannuation. Applications close 8 September 2026.

Qualifications

• Experience in business analysis, process improvement or service design.
• Stakeholder engagement, workshop facilitation and requirements gathering.
• Passionate about customer experience and human-centred design.
• Strong analytical and problem-solving skills.
• Experience with digital transformation or CRM projects is highly regarded.

Responsibilities

• Map customer journeys and map improvement opportunities across the organisation.
• Design simpler, more efficient services to enhance customer experience.
• Support the implementation of a modern CRM platform and drive digitisation and automation.

Skills

Business analysis

Process improvement

Stakeholder engagement

Workshop facilitation

Requirements gathering

Customer experience

Human-centred design

Analytical skills

CRM projects

Digital transformation

Tools

CRM platforms

Job description

Kingborough Council is seeking a Digital Experience Business Analyst to support digital transformation by analysing and redesigning community-facing and internal processes. You will map customer journeys, identify improvements and help deliver a modern CRM platform.

The role reports to the Digital Experience department, is fixed-term full-time, with a salary of AU$108,123–AU$122,553 plus 12.5% superannuation. Applications close 8 September 2026.