We are seeking an experienced Business Analyst to support a major digital transformation program within a large, complex organisation. This role will be central to improving customer-facing services by designing customer journeys, shaping digital solutions, and contributing to strategic investment planning. You’ll work closely with CX/UX specialists, operational teams, and technical delivery groups to define customer problems, map processes, and develop high-quality business cases and roadmaps that drive tangible customer and business outcomes.
Lead the design and documentation of ‘As-Is’ and ‘To-Be’ customer journeys, service blueprints and business processes.
Facilitate requirements elicitation using customer-centred methods including workshops, research, and usability activities.
Analyse change impacts and contribute to organisational change, training, and communication planning.
Support the development and ongoing refinement of multi-year digital roadmaps and investment cases.
Define measurable KPIs, assess business value, and support prioritisation of digital initiatives.
Act as the primary liaison between business units, customers, and technical teams.
Ensure all analysis and documentation comply with required governance, standards, and project frameworks.
Proven experience as a Business Analyst delivering digital, customer-facing, or ICT transformation initiatives.
Strong capability in roadmap development and contributing to business cases or investment proposals.
Advanced facilitation skills, including running discovery workshops with diverse and senior stakeholders.
Excellent analytical and critical-thinking skills, with the ability to translate findings into actionable insights.
Proficiency with requirements and process modelling tools such as Azure DevOps, Jira, Confluence and BPMN.
Experience applying CX/UX methods such as personas, journey mapping, and service design.
Formal Business Analysis certification (e.g., CBAP, PMI-PBA).
Certification or strong experience in Agile environments (e.g., CSPO, SAFe).
Tertiary qualifications in Business, IT, Design or a related discipline.
For a confidential chat, please contact George via email at gwright@exclaim-it.com.au. We would be more than happy to provide additional information and assist with the application process.
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