Business Analyst – Customer Servicing Transformation

About the role

Join ANZ’s high‑priority customer‑servicing transformation as a senior Business Analyst. You will work on complex business problems, customer journeys and operating models, turning evidence and stakeholder insight into practical recommendations that improve outcomes for customers, bankers and the organisation.

Key responsibilities

• Analyse customer‑servicing processes, journeys, hand‑offs and operating impacts to identify simplification and service‑improvement opportunities.
• Collaborate with stakeholders to clarify business problems, test assumptions and translate complex information into actionable recommendations.
• Define future‑state requirements, assess impacts and support implementation readiness for transformation initiatives.
• Facilitate working sessions across business, operations, technology, risk and delivery teams to align on objectives and trade‑offs.
• Track readiness, risks, issues, dependencies and benefits for priority projects.
• Identify and shape opportunities in continuous improvement, digital enablement, automation and responsible AI use cases.

Required profile

• Senior‑level Business Analyst experience within a financial services or banking environment.
• Proven ability to conduct structured problem solving, evidence‑based analysis and requirements definition.
• Strong stakeholder engagement skills across cross‑functional teams.
• Experience supporting transformation, implementation readiness and benefits assessment.

Required skills