You've spent your career improving customer experiences through technology. You know that behind every requirement, workshop and user story is a person trying to accomplish something important.

Now you're looking for work where those outcomes genuinely matter.

Imagine helping design digital experiences that make it easier for Australians affected by cancer to find information, access support and connect with the right services at the right time. Every customer journey you map, every requirement you define and every integration you help shape contributes to a service built around compassion, accessibility and care.

This is business analysis where technology enables something far more key than digital transformation. It helps people navigate one of the most challenging experiences of their lives.

About the Role

Reporting to the Stream Delivery Lead, Customer Experience, you'll play a key role in delivering the Customer Experience stream of the National Cancer Navigation Service Program.

Working alongside Product Owners, architects, delivery teams and technology partners, you'll define business requirements that support authenticated customer journeys, CRM, live chat, contact centre capabilities and digital engagement across a nationally significant platform.

You'll bridge customer needs and technology delivery, ensuring digital experiences, Microsoft Dynamics 365 CRM and integration platforms work together to deliver seamless, connected support for people affected by cancer.

Program highlights:

- National Cancer Navigation Service Program delivering staged releases through to mid-2027.




- Enterprise customer experience ecosystem including Microsoft Dynamics 365, customer portals, live chat, contact centre technologies and integration platforms.
- Federated environment working across Cancer Council jurisdictions, internal teams and delivery partners.
- Maximum-term opportunity through to June 2027 with a hybrid working model.

What You'll Lead / Do

- Analyse and document end-to-end customer journeys across digital and assisted service channels.
- Define business requirements supporting CRM, authenticated customer experiences, live chat and omnichannel engagement.
- Facilitate workshops and collaborate with business and technical stakeholders across multiple jurisdictions.
- Document business processes, integration requirements and functional specifications supporting solution delivery.
- Support testing, user acceptance activities and validation of customer journeys across the platform.
- Partner with Product Owners, architects and delivery teams to ensure solutions remain customer centred and aligned with program objectives.

What You'll Bring

- Proven Senior Business Analyst experience delivering complex customer-facing technology programs.
- Experience with CRM platforms, digital transformation, customer journey mapping and system integration.




- Strong understanding of omnichannel customer experiences, including web, contact centre and digital engagement.
- Excellent workshop facilitation, stakeholder engagement and requirements elicitation skills.
- The ability to balance customer outcomes with technical feasibility in a fast-moving delivery environment.
- A collaborative, curious approach and a genuine desire to use technology to create meaningful social impact.

About Cancer Council and the Program

Cancer Council is Australia’s leading cancer charity, a trusted voice, advocate, and lifeline for millions. The Australian Cancer Nursing and Navigation Program (ACNNP) aims to connect people with cancer to quality care, information and support services, no matter their cancer type, background, or location.

As part of the ACNNP, Cancer Council will be delivering the Cancer Navigation Service, enhancing and expanding our cancer information and support service, through the development of a new national cancer navigation service – offering new ways for more people affected by cancer to access support and information that best meets their needs, now and into the future.

This stream within the program will deliver the internal technology that enables delivery of a nationally consistent service across both staff-facilitated and digital channels that connect patients, carers, and clinicians to the right support, wherever they are in their cancer journey. It’s technology with humanity at its core, transforming how Australians access care, and how Cancer Council delivers it.

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📌 Senior Business Analyst (New South Wales)
🏢 Xceltium
📍 New South Wales