Customer Experience Business AnalystThe CompanyOur 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 OpportunityAn exciting prospect 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 AccountabilitiesLead discovery activities across key customer lifecycle moments, mapping current state journeys, processes and communications to identify pain points and opportunitiesFacilitate workshops to define future state experiences, developing journey maps, requirements and impact assessments for prioritised initiativesPrepare options analysis, recommendations and business cases to support prioritisation and decision makingBuild strong relationships across product, legal, compliance, risk,



digital and customer service teams to support discovery and deliveryPresent findings, recommendations and business cases to senior stakeholders, building alignment and support for changeDefine and track success measures for customer experience improvements, evaluating outcomes once changes are implementedUse customer feedback, complaints and operational data to identify further opportunities for improvementIdeal Experience3+ years' experience as a Business Analyst, Customer Experience Analyst, Business Change Analyst, Service Designer or similarProven experience leading discovery activities, gathering requirements and mapping customer journeys and business processesStrong analytical and problem solving skills, including root cause analysis and business case developmentComfortable working across business, operational, technology, risk and compliance stakeholders to build alignment and drive changeExperience operating in regulated environments, ideally within financial services or insurance, is highly regarded but not essentialWhy ApplyJoin a purpose driven organisation with a genuine focus on improving outcomes for its customersPlay a hands on role shaping how customers experience key moments across their journeyAccess to training programs and mentorship opportunities designed to support your ongoing growth
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📌 Customer Experience Business Analyst (Sydney)
🏢 Parity Consulting
📍 Sydney