Transformation Analyst – Customer & Service Design

Australian Motoring Services Pty; Melbourne; Hybrid; AUD 80,000 - 120,000; Full time

Job summary

Australian Motoring Services (AMS) Group is seeking a Transformation Analyst – Customer & Service Design to support strategic transformation initiatives across our diverse businesses.

Reporting to the Head of Transformation, you’ll work across strategy, operations, customer experience and delivery to understand current challenges, design better future-state experiences and translate insights into actionable transformation initiatives.

Qualifications

• 5+ years’ experience in business analysis, transformation, service design or process improvement.
• Strong customer journey mapping and service design capability.
• Experience developing future-state processes and service models.
• Excellent workshop facilitation and stakeholder engagement skills.
• Strong analytical, problem-solving and communication skills.
• The ability to navigate ambiguity and turn ideas into practical outcomes.

Responsibilities

• Analyse current-state processes, operational challenges and evidence to understand the real problem.
• Map customer, partner and employee journeys to find pain points, moments that matter and opportunities.
• Design future-state journeys, service blueprints and service models, and the people, processes and capabilities needed to deliver them.
• Translate customer and operational needs into clear business requirements and defined transformation initiatives.
• Facilitate workshops, interviews and discovery sessions across business, operational and partner teams.
• Support options assessment, business cases and transformation roadmaps.
• Turn complex information into clear, executive-ready insights and recommendations.

Skills

Customer journey mapping

Service design

Workshop facilitation

Stakeholder engagement

Analytical thinking

Problem solving

Communication skills

Ambiguity navigation

Job description

• Shape better customer experiences and smarter solutions.
• Work across strategy, operations, customer experience and delivery
• 12-month Max Term Contract | Hybrid | Melbourne

We’re looking for a Transformation Analyst – Customer & Service Design to join the AMS Group and support strategic transformation initiatives across our diverse businesses.

Reporting to the Head of Transformation, you’ll work across strategy, operations, customer experience and delivery to understand current challenges, design better future-state experiences and translate insights into actionable transformation initiatives.

What you’ll do

• Analyse current-state processes, operational challenges and evidence to understand the real problem.
• Map customer, partner and employee journeys to find pain points, moments that matter and opportunities.
• Design future-state journeys, service blueprints and service models, and the people, processes and capabilities needed to deliver them.
• Translate customer and operational needs into clear business requirements and defined transformation initiatives.
• Facilitate workshops, interviews and discovery sessions across business, operational and partner teams.
• Support options assessment, business cases and transformation roadmaps.
• Turn complex information into clear, executive-ready insights and recommendations.

What you’ll bring

• 5+ years’ experience in business analysis, transformation, service design or process improvement.
• Strong customer journey mapping and service design capability.
• Experience developing future-state processes and service models.
• Excellent workshop facilitation and stakeholder engagement skills.
• Strong analytical, problem-solving and communication skills.
• The ability to navigate ambiguity and turn ideas into practical outcomes.

Why AMS?

The Australian Motoring Services (AMS) Group operates across roadside assistance, automotive batteries, EV charging, travel and rewards through businesses including Assist Australia, Chargefox and Club Assist.

We’re innovating, growing and helping shape the future of mobility in Australia.

If you’re passionate about designing better experiences and turning strategy into action, we’d love to hear from you.