Customer Experience Business Analyst
The Company
Our client is a well-established life insurance provider with a long-standing presence in the Australian market, trusted by millions to protect what matters most.With a strong focus on customer experience and a genuine commitment to doing right by the people they serve, they continue to invest in innovative ways to support their customers through every stage of their journey.
The Opportunity
An exciting chance has arisen for a Customer Experience Business Analyst to join a collaborative marketing function within a leading life insurance business.This is a hands-on, individual contributor role, you won't be managing a team, but you will lead discovery, mapping and business case development across key customer lifecycle moments, working closely with stakeholders across the business to define future state experiences and see recommendations through to implementation.
Key Accountabilities
Lead discovery activities across key customer lifecycle moments, mapping current state journeys, processes and communications to identify pain points and opportunities
Facilitate workshops to define future state experiences, developing journey maps, requirements and impact assessments for prioritised initiatives
Prepare options analysis, recommendations and business cases to support prioritisation and decision making
Build strong relationships across product, legal, compliance, risk,



digital and customer service teams to support discovery and delivery
Present findings, recommendations and business cases to senior stakeholders, building alignment and support for change
Define and track success measures for customer experience improvements, evaluating outcomes once changes are implemented
Use customer feedback, complaints and operational data to identify further opportunities for improvement
Ideal Experience
3+ years' experience as a Business Analyst, Customer Experience Analyst, Business Change Analyst, Service Designer or similar
Proven experience leading discovery activities, gathering requirements and mapping customer journeys and business processes
Strong analytical and problem solving skills, including root cause analysis and business case development
Comfortable working across business, operational, technology, risk and compliance stakeholders to build alignment and drive change
Experience operating in regulated environments, ideally within financial services or insurance, is highly regarded but not essential
Why Apply
Join a purpose driven organisation with a genuine focus on improving outcomes for its customers
Play a hands on role shaping how customers experience key moments across their journey
Access to training programs and mentorship opportunities designed to support your ongoing growth
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📌 Customer Experience Business Analyst (Sydney)
🏢 Parity Consulting
📍 Sydney