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 opportunity 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 solid 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

Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process.

📌 Customer Experience Business Analyst (Sydney)
🏢 Parity Consulting
📍 Sydney