customer experience analyst in Sydney CBD

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job details

sydney cbd, new south wales
job type
working hours
au$ 600 - au$ 700 per day
reference number
lara drinnan, randstad
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job description

About the role:

The Business Analyst is responsible in delivering actionable, future-focussed insights that are customer centric in design and principle, that truly drive change in the business. The BA plays a consultative role across the Customer Stream that applies commercial and intuitive thinking to understand the problem, logic and knowledge to identify and agree the business requirements, advanced analytics and data interrogation to derive meaningful insights to guide decision making and quantitative outputs and robust scenarios for consideration to inform strategic direction.

In addition, the role is responsible for data validation and quantification for strategic direction, business cases, modelling and support of Industry expansion. The BA remit delivers to the continuous improvement ethos and strategies ensuring these are consistently applied to all knowledge related activities ensuring that the program delivers business efficiencies and enhanced internal and external customer experience.

This role would be expected to exercise sound judgement about the management and resolution of urgent, sensitive and complex issues within established frameworks.

Decision making is based on sound evidence and analysis, however, when necessary the role is required to make effective judgements under pressure, without complete information being available.

Essential requirements:

  • Tertiary qualifications within a relevant business discipline, or at least 5 years demonstrated relevant working experience in a Senior Business Analyst or related role.
  • Demonstrated strong experience delivering transformation with a digital focus, or business process transformation.
  • Strong experience working in complex customer service delivery organisations with an omni channel service delivery context, knowledge management, employee development and quality assessment will be highly regarded.
  • Demonstrated high level experience in delivering Business Specification, Functional Specification, Workflow Diagrams, Business Processes mapping, and ROI Analysis documents.
  • Demonstrated strong knowledge and application of analysis techniques including process engineering, user journey mapping, gap analysis, business scenarios, and data analysis.
  • Six Sigma or other relevant process optimisation qualifications will be highly regarded.
  • Experience in small business research or support will be highly regarded
  • Supporting the Customer Insights Manager as required in supplying additional analytics and data to support Priority Industry expansion.
  • Previous experience in an insights, analytics or commercial function

If you are interested in this position and you feel like your skills and experience match the role, please apply within, for any questions please contact

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


customer experience, business analysis, business analyst


Relevant qualifications or 5 years industry experience

educational requirements

Secondary School/High School