Business Process Analyst
$110k - $130k + super
Melbourne/Hybrid
Permanent Position
About the Role
We are looking for a Business Process Analyst to join a newly established Customer Quality and Improvement function and play a key role in improving customer experience, operational efficiency and business performance.
This is a hands-on Continuous Improvement role where you will work across frontline customer teams to identify pain points, challenge existing processes and deliver practical, measurable improvements.
You will be given genuine ownership to help build the Continuous Improvement capability from the ground up. This is not a role focused purely on process documentation or governance. You will be expected to understand how work is actually being performed, identify root causes, challenge whether processes are needed at all and then drive improvements through to implementation.
A major focus will be simplifying processes, reducing manual effort and identifying opportunities to leverage AI, automation and technology. You will also help establish and prioritise a pipeline of improvements and work with Technology to progress both smaller changes and larger strategic initiatives.
The role will suit someone who is comfortable operating with autonomy, influencing stakeholders and taking accountability for outcomes rather than simply managing a defined set of tasks.
Key Responsibilities
- Lead end-to-end Continuous Improvement initiatives from problem identification through to implementation, measurement and benefits realisation.
- Map and redesign customer journeys, operational processes and workflows.
- Identify inefficiencies, bottlenecks, unnecessary handoffs, rework and manual activity.
- Work closely with frontline teams to understand operational challenges and develop practical solutions.
- Use operational data, productivity metrics and customer insights to identify improvement opportunities.
- Apply Lean, Six Sigma, root cause analysis and structured problem-solving methodologies.
- Challenge existing processes and determine whether activities are genuinely adding value for customers or the business.
- Identify opportunities to use AI, automation and technology to improve efficiency and customer experience.
- Work closely with AI and Automation teams to identify and accelerate automation opportunities.
- Establish and prioritise a pipeline of Continuous Improvement initiatives based on customer value, business benefit and operational priorities.
- Support the prioritisation of both smaller technology changes and larger strategic initiatives.
- Facilitate workshops, root cause analysis sessions and solution design forums.
- Work collaboratively across Operations, Technology, QA, Training and Product to deliver and embed improvements.
- Support change management, communication, training alignment and adoption of new processes.
- Develop and maintain process maps, procedures, workflow documentation, playbooks and supporting materials.
- Monitor the performance and adoption of implemented improvements and identify further opportunities for optimisation.
- Influence stakeholders and lead outcomes across the business without direct people management responsibility.
Essential Experience
- Proven experience in Continuous Improvement, Process Improvement, Operational Excellence, Business Improvement or a similar discipline.
- Demonstrated experience taking improvement initiatives from identifying the problem through to implementation and measurable outcomes.
- Strong process mapping and root cause analysis capability.
- Experience applying structured Continuous Improvement methodologies such as Lean, Six Sigma or similar. Formal qualifications are highly regarded.
- Strong analytical skills and the ability to use operational data and metrics to identify problems and measure improvement.
- Demonstrated ability to lead strategic initiatives and deliver outcomes through influence rather than direct authority.
- Strong stakeholder engagement and communication skills, with the ability to bring people on the journey through change.
- A genuine customer-centric mindset, with an understanding of how process improvements translate into better customer outcomes.
- Commercial awareness and the ability to assess the business benefits and value of improvement opportunities.
- High level of curiosity, initiative and resourcefulness, with the ability to work autonomously and challenge existing ways of working.
- An interest in AI, automation and emerging technology. Experience with AI, RPA or automation would be advantageous but is not essential.
- Experience in financial services, banking, insurance, contact centres, customer operations or other high-volume service environments is highly regarded.
