24th September, 2026

The Opportunity

A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across. The next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations.

We're looking for an experienced Business Analyst to lead business requirements across technology, operations and member experience, and to keep a complex stakeholder group aligned and moving.

Key Responsibilities

- Lead requirements, functional specs and process design as operations move in-house
- Work with the CX team so processes, tooling and agent workflows lift servicing outcomes
- Engage product, technical PMs, solution architects, ops leaders and programme leadership
- Take AI (conversational AI, agent-assist, automation) from use case to live operations




- Work closely with technical teams on AWS (including Amazon Connect) and Microsoft Dynamics
- Own operational readiness and UAT through the transition from the outsourced provider

About You

- Senior BA with contact centre or operational transformation delivery at programme scale
- Solid knowledge of contact centre technology: agent desktop, omnichannel, CCaaS
- Hands-on AI in contact centres, and experience landing it operationally, not just technically
- AWS and Dynamics experience (Amazon Connect highly regarded)
- Confident working with product, technology, CX and operations teams at the same time
- Insourcing, outsourcing or administrator migration experience highly regarded
- Super, wealth or financial services background strongly preferred

📌 Business Analyst - Contact Centre (Melbourne)
🏢 Desda Group
📍 Melbourne