Customer Experience Senior Business Analyst

Victoria, Australia

We’re an energised team who is passionate about our customers, strive for operational excellence and a sustainable future for our people and our community. 

About the Role

As the Customer Experience Senior BA, this role will see you responsible for refining and progressing customer-related improvement initiatives from ideas through pipeline to delivery.  You will work with relevant teams and provide expert knowledge of, and advice on business unit processes and products/services to help identify and assess business opportunities for improvements and propose solutions that meet business and customer requirements.

You will work with varied stakeholders across Customer teams and the wider business to define, analyse, communicate, and validate requirements for changes to business processes, policies, and information systems and deliver structured and formed business cases to support ongoing improvements.

This role will report to the Customer Experience Manager and is located at Southbank, Victoria.

We are a flexible and truly hybrid workplace.

What you will deliver

• Contribute to the delivery of the Customer Roadmap through ongoing development of program pipeline work for customer-related lines of business
• Create initiative canvases for discrete programs of work or initiatives that contribute to ongoing customer product development (with canvas creation including identification of business benefit analysis)
• Analyse and model data and processes to generate insights (issues/opportunities) and recommendations re: business process improvement opportunities to deliver against Customer Roadmap objectives
• Prepare and present written business cases and presentations for Program Sponsors and executive level stakeholders
• Work with both internal and external digital stakeholders and enterprise architecture teams to ensure pipeline program roadmaps align with architecture direction.
• Analyse business user issues and critical complaints and facilitate key stakeholder agreement from root cause identification and prioritisation through to problem resolution.
• Participate and/or lead program ceremonies where required (e.g. Backlog Grooming, Sprint Planning, Stand Ups, Sprint Playbacks and Showcases.
• Ability to lead and influence other stakeholders through business analysis to inform decision making at management and executive levels.
• Successful scoping and delivery of a prioritised pipeline of works across the Customer Roadmap (from idea to design).

What we like about you

• Continuous improvement/lean six sigma experience (green or black belt), desirable
• Agile delivery experience
• Demonstrated experience providing strategic and product-related advice and expertise in Customer self-service, or digital program delivery
• A customer-centric attitude and the unreserved desire to encourage customer dedication
• Supporting customer-facing operational teams and processes, desirable
• Salesforce experience including Service & Marketing Cloud, desirable

Inclusion and Diversity

We are committed to creating a diverse and inclusive workplace, one that fosters belonging, where everyone brings their unique strengths and innovative ideas.

AusNet partners with Work180, Supply Nation and Kinaway to support these diversity pillars and has Employee Network Groups that support Pride and LGBTQIA+, Cultural and Ethnic Awareness, Disability, Working Parents Group, Women’s Network and Young Professionals Network.

What we offer at AusNet

• A diverse, inclusive, and supportive team culture who supports you to lead and achieve
• We care about what flexibility means to you and flexible working options are fully supported, to better balance work, personal and family commitments
• A wide range of employee benefits such as income protection, corporate discounts, salary sacrifice options including novated leasing
• Learning culture with ongoing development and career opportunities to enable a career with purpose

Our Ethos

At AusNet you don’t need to check every box.
 

We have key requirements which are important, but we also know that the best candidate may not tick all the boxes so, if you have the experience and capabilities for a portion of the role, Apply Now to join our energised team.