Senior BA- Enterprise Contact Centre

Find Recruitment; Auckland; Hybrid; NZD 100,000 - 130,000; Full time

Benefits offered by this job

Work on enterprise programme

Global squad exposure

NZ banking environment

Transformation opportunities

Challenging business problems

Job summary

Find Recruitment is partnering with a major NZ enterprise to appoint a Senior Business Analyst for the Enterprise Contact Centre programme across NZ and Australia. You will work with stakeholders and delivery teams, lead requirements gathering, process mapping, and support transformation across global squads.

The role requires a strong Senior BA who understands contact centre complexities and can operate across business, operational and technology teams.

Qualifications

• Proven experience as a Senior Business Analyst within large and complex organisations.
• Strong hands-on experience working within contact centre environments.
• Demonstrated workforce management experience.
• Contact centre transformation experience is highly desirable.
• Strong requirements gathering, process mapping and business analysis capability.
• Experience working across business, technology and operational teams.
• Confidence working with senior stakeholders and geographically distributed teams.
• Excellent facilitation, communication and stakeholder management skills.
• Ability to operate effectively within a global squad and collaborate with Australian based stakeholders.
• Banking or financial services experience would be advantageous.

Responsibilities

• Lead business analysis activities across the Enterprise Contact Centre programme
• Engage with senior stakeholders, operational teams and technology specialists across New Zealand and Australia
• Gather, analyse and document complex business and operational requirements
• Analyse current state processes and define future state requirements
• Support contact centre transformation and workforce management initiatives
• Translate business requirements into clear outcomes for delivery teams
• Facilitate workshops and drive alignment across multiple stakeholder groups
• Identify process improvements, dependencies, risks and opportunities
• Work closely with other Business Analysts and programme team members to deliver consistent outcomes
• Support solution design, implementation and change activities throughout the delivery lifecycle

Skills

Stakeholder management

Facilitation

Business analysis

Process mapping

Requirements gathering

Workforce management

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Your new company

This business supports millions of customers across New Zealand and Australia. This is an opportunity to join a significant programme focused on enhancing enterprise contact centre capability and the way customers and teams interact.

Your new role

We are looking for a highly capable Senior Business Analyst to join the Enterprise Contact Centre (ECC) programme. You will work as part of a global squad, collaborating closely with stakeholders and delivery teams across New Zealand and Australia.

This role requires a strong Senior BA who understands the complexities of contact centre environments and can confidently operate across business, operational and technology teams. Experience working with workforce management is essential, while previous contact centre transformation experience will be highly regarded.

Responsibilities

• Lead business analysis activities across the Enterprise Contact Centre programme
• Engage with senior stakeholders, operational teams and technology specialists across New Zealand and Australia
• Gather, analyse and document complex business and operational requirements
• Analyse current state processes and define future state requirements
• Support contact centre transformation and workforce management initiatives
• Translate business requirements into clear outcomes for delivery teams
• Facilitate workshops and drive alignment across multiple stakeholder groups
• Identify process improvements, dependencies, risks and opportunities
• Work closely with other Business Analysts and programme team members to deliver consistent outcomes
• Support solution design, implementation and change activities throughout the delivery lifecycle

Requirements

• Proven experience as a Senior Business Analyst within large and complex organisations
• Strong hands on experience working within contact centre environments
• Demonstrated workforce management experience
• Contact centre transformation experience is highly desirable
• Strong requirements gathering, process mapping and business analysis capability
• Experience working across business, technology and operational teams
• Confidence working with senior stakeholders and geographically distributed teams
• Excellent facilitation, communication and stakeholder management skills
• Ability to operate effectively within a global squad and collaborate with Australian based stakeholders
• Banking or financial services experience would be advantageous

Perks and benefits

• Work on a major Enterprise Contact Centre programme
• Join a collaborative global squad with exposure across New Zealand and Australia
• Work within one of New Zealand’s largest banking environments
• Opportunity to contribute to meaningful contact centre transformation
• Highly visible programme with complex and interesting business challenges

If this sounds like you then You must have a valid working visa for NZ.