About the role

This newly created role will connect business needs with practical technical solutions. Working across Customer Operations, Security, Customer Protection, Product and Regulatory teams, you'll analyse requirements, identify process gaps and support improvements from initial design through to implementation. As the sole contributor in a lean, fast-paced business, you'll be comfortable moving between strategic thinking and hands-on delivery.

Key responsibilities

- Document and maintain operational processes, procedures and work instructions.

- Translate regulatory requirements into clear policies, processes and controls.

- Identify operational gaps with the Compliance Lead and help develop remediation plans.

- Create solution requirements, functional specifications and user stories.

- Support system and process changes, including training, implementation and change activities.

- Work with internal teams and external technology partners to define requirements and review solutions.

- Collaborate with QA teams to test solutions against business needs.

- Analyse operational, contact centre, customer experience and complaints data to identify trends and opportunities.

- Map current and future-state processes and recommend improvements to workflows, systems and customer experience.





- Monitor implemented changes and recommend further enhancements.

About you

- At least two years' experience in an analyst role within telecommunications, banking, fintech or another regulated industry.

- Strong skills in process analysis, operational frameworks and policy documentation.

- Familiarity with relevant Australian regulatory frameworks.

- Experience working with operations or customer-facing contact centre teams to develop or improve processes.

- Confidence analysing data and using insights to support decisions.

- Excellent communication, stakeholder management and relationship-building skills.

- Strong planning and project management capability.

- A proactive, practical approach and the ability to work independently in a fast-moving environment.

- A tertiary qualification in Business, IT, Science, Law, Engineering or a related field is desirable.

- Experience in telecommunications or fintech would also be advantageous.

Benefits

- A varied role with the opportunity to contribute across multiple areas of the business.

- A blended working model, with in-person collaboration at the Chatswood office and flexible working options.

- Staff perks, including access to up to two mobile plans and additional leave to help top up a low annual leave balance.

📌 Business Analyst (Chatswood)
🏢 Career Advocate
📍 Chatswood