Functional Business Analyst

3 hours ago

Sydney, New South Wales, Australia Latitude IT Full time $80,000 - $120,000 per year

Functional Business Analyst – Customer Experience/ Service Optimisation | Sydney | Permanent

We're seeking a Business Analyst to join a leading enterprise that's investing heavily in customer experience and service optimisation. This role will suit someone who thrives on understanding business challenges, identifying opportunities for improvement, and helping design practical, technology-enabled solutions that make a real difference to customers and internal teams.

As a functional BA, you'll act as the key link between business and IT — working closely with stakeholders across operations, customer service, and technology to streamline processes, optimise enterprise systems, and support transformation initiatives that enhance the overall service delivery model.

Key Responsibilities

  • Engage with customer-facing teams to understand service pain points and identify improvement opportunities
  • Gather, document, and translate business and system requirements (functional and non-functional) into actionable deliverables
  • Map AS-IS and TO-BE processes and contribute to the design of optimised service workflows
  • Support initiatives that enhance system performance, efficiency, and customer experience outcomes
  • Develop business cases and support solution design reviews to ensure alignment with business needs
  • Create and manage user stories, use cases, and UAT plans for solution delivery
  • Collaborate closely with cross-functional teams — including architects, engineers, and project managers — to ensure successful implementation
  • Work across Agile, Waterfall, or blended methodologies, adapting to project needs

About You

You're a functional Business Analyst who's passionate about improving how people and customers experience services and systems. You excel at bridging business and technology, drawing insights from customer-facing teams, and turning them into clear, actionable outcomes.

You'll bring:

  • Proven experience in service or customer experience optimisation within a large or enterprise environment
  • Strong understanding of enterprise-scale systems and process enhancement
  • Demonstrated ability to gather and translate requirements into well-defined functional documentation
  • Experience contributing to system enhancements, optimisation projects, or service transformation initiatives
  • Excellent communication and stakeholder management skills, with the confidence to influence across all levels
  • A collaborative mindset and comfort working with some ambiguity in fast-paced environments

Why This Role?

This is an opportunity to drive meaningful change in how a major organisation delivers services to its customers. You'll work on high-impact initiatives that improve efficiency, quality, and customer satisfaction — all within a supportive, collaborative environment that values innovation and continuous improvement.

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