Business and Process Analyst - Client Onboarding

About the role

PwC Australia is hiring a Business and Process Analyst (Streamline Client Lifecycle Program) to redesign the end-to-end client onboarding process so data is captured once, reused downstream and processes are simpler, standardised and risk-robust. The role sits in Internal Firm Services, within Workforce Transformation, and works with client-facing, risk and operations teams across PwC Australia and the Automation & Agentification squad. It is based in Sydney and Melbourne and is offered as a 12-month maximum term contract.

Key responsibilities

• Lead discovery and current-state mapping of onboarding processes using BABOK-aligned techniques and process performance measures.
• Diagnose root causes, duplicated data capture, redundant reviews, hand-offs and control gaps, and prioritise redesign opportunities by value, effort and risk.
• Design future-state processes, user journeys and onboarding pathways that eliminate non-value activity and remain risk-robust.
• Define data capture, mapping, business rules and reporting requirements so client and risk information can be reused.
• Translate designs into business requirements, user stories and acceptance criteria, and capture automation and AI opportunities for the A&A Squad backlog.
• Support pilots, process testing and business validation, and prepare operating procedures, process documentation and transition materials.
• Plan and facilitate workshops, interviews and walkthroughs, and build relationships with client-facing, risk, compliance and operations teams and change managers.

Required profile

• Proven experience leading end-to-end process optimisation or business process re-engineering in complex, multi-stakeholder organisations, ideally in professional services or financial services.
• Experience with client onboarding and regulated risk processes (AML/CTF/KYC/CDD, conflicts, independence).
• Ability to measure process performance and build a case for change with quantitative and qualitative evidence.
• Strong facilitation and communication skills, comfortable in Agile, Waterfall and hybrid environments.

Required skills

• BPMN, swimlane, value stream and customer journey mapping.
• Lean, Six Sigma or similar methods.
• Requirements elicitation, backlog refinement, business rules and data mapping.
• Tools such as Visio, Miro, Microsoft Whiteboard and Jira; process mining (Signavio, Celonis) or CRM/workflow platforms (Salesforce) highly regarded.

What we offer

• Flexible working arrangements.
• Career progression with continuous learning and leadership development.
• Leave entitlements including floating public holidays, birthday leave and the option to buy extra leave.
• Parental leave of up to 26 weeks.