CX Business Analyst

4 weeks ago

Frankston, Australia South East Water Full time

Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring. 

The role

South East Water is now seeking an improvement-focused Customer Experience Business Analyst for an initial six (6) month period to assist in enhancing the customer experience by mapping detailed processes and service blueprints, identifying inefficiencies, and driving improvements to positively impact CSAT.

Collaborating with key subject matter experts across the organisation, this role will facilitate workshops to uncover pain points and process dysfunctions, whilst identifying and implementing improvements. By leveraging data-driven insights, the CX Business Analyst will streamline workflows, achieve efficiency gains, and advocate for necessary system changes to improve both the customer and employee experience.

The main accountabilities for the role will include:

  • Developing and documenting detailed process maps using Business Process Model and Notation (BPMN) methodology to improve workflows and enhance the customer and employee experience.
  • Identifying and eliminating inefficiencies by applying Lean methodology and Human Centred Design, driving improvements through comprehensive Service Blueprints.
  • Collaborating closely with SME's to facilitate process mapping workshops that gather insights, engage stakeholders, influence decision-making, and ensure process improvements are relevant, actionable, and focused on streamlining and optimising workflows.
  • Executing and implement process changes to realise efficiency gains, ensuring that improvements are effectively integrated into operations and deliver measurable results.
  • Leading the development of business cases to justify process improvement initiatives and CX enhancements, using data-driven insights.
  • Supporting the development of Requests for Quotation (RFQs) for procuring new systems in collaboration with the ICT Team by defining clear business functional requirements.

Who are you?

Armed with a tertiary qualification in project management, business administration or other related field and an innate passion for improving the customer experience, the successful candidate will possess a minimum of three (3) years' experience working in large, dynamic and regulated organisations, where they delivered demonstrable improvement and change initiatives.

With expertise in process mapping using BPMN methodology and other various process mapping tools in the CX space, the following key skills and experience will be crucial in order to succeed in this role:

  • Experience in developing business functional requirements for system RFQs
  • Analytical skills with the ability to leverage data insights for decision-making and service improvement.
  • Proven ability to collaborate with SMEs and cross-functional teams, manage stakeholders, and influence decision-making to gather requirements and implement process improvements.
  • Proficiency in facilitating engaging workshops and translating insights into actionable recommendations for process optimisation.
  • Knowledge of best practices in Lean, Change Management, Human-Centered Design, and Project Management methodologies.
  • Knowledge of Salesforce CRM is an added advantage, though not essential.

What's in it for you?

  • A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing. 
  • 15 weeks paid parental leave for all parents and paid super on unpaid parental leave 
  • A range of benefits, including free on-site parking and cultural leave. 
  • A great culture working in collaborative teams with strong work ethics. 
  • Career focused learning and development opportunities. 
  • The opportunity to be part of an organisation committed to environmental initiatives. 
  • Enjoy modern office facilities with panoramic beachfront views. 

We're for everyone

We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.  We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work.  But it’s our people’s collective ambition, authenticity and differences that bring our culture to life. 

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.  

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: careers@southeastwater.com.au

Keen to make an impact?

Click here to check out the position description.  We're accepting applications for this exciting opportunity until Sunday 3 November 2024

This role is remunerated at a Level 5, which is between $112,377 and $125,011 + super and offers are commensurate with the successful candidates' experience.

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required

Visit southeastwater.com.au to learn more about us and how we serve our customers.

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