Senior Business Analyst (Service Design & Process Improvement)

The Role

This is a hands-on Senior Business Analyst opportunity supporting the implementation of a new Account Management operating model within a large, established higher education institution.

Working closely with Account Managers, operational teams and business stakeholders, you will translate an emerging service model into practical processes, workflows, reporting tools and documentation that support consistent and effective service delivery.

A key focus will be mapping and standardising existing business processes, developing clear, customer-facing workflow diagrams and advisory artefacts, and implementing practical interim solutions to improve customer engagement, case tracking and service visibility.

Key Responsibilities

• Facilitate stakeholder workshops to define and implement the new Account Management operating model, establishing clear processes for customer engagement, service coordination, issue management and escalation.
• Analyse and document current-state and future-state business processes, developing standardised process maps, workflows, responsibility matrices and customer-facing advisory artefacts.
• Translate complex operational processes into simple, practical diagrams and templates that Account Managers can use to explain service pathways, responsibilities and expected outcomes to customers.
• Develop and implement interim customer management solutions using existing systems to capture customer information, track cases, manage commitments and improve operational visibility.
• Design reporting dashboards, templates and tracking mechanisms to provide visibility of planned works, service impacts, outstanding issues and agreed actions.
• Prepare onboarding materials, standard operating procedures and stakeholder communications, supporting the adoption and continuous improvement of new processes and ways of working.

Skills & Experience Required

• Demonstrated experience as a Senior Business Analyst, Business Process Analyst or Business Transformation Analyst, ideally supporting operating model implementation or business process improvement initiatives.
• Strong process mapping and documentation capabilities, including current-state and future-state workflows, BPMN, process diagrams, RACI matrices and customer-facing service documentation.
• Proven stakeholder engagement and workshop facilitation skills, with the ability to navigate complex organisational structures, clarify responsibilities and build consensus across operational teams.
• Experience translating business requirements into practical solutions using existing enterprise platforms, including customer information management, case tracking, workflow tools and operational reporting.
• Strong proficiency in process mapping and business productivity tools, such as Visio, Lucidchart, Microsoft 365 or equivalent; exposure to SharePoint, Power BI, Power Automate or CRM platforms is advantageous.
• Excellent analytical, communication and delivery skills, with the ability to work autonomously, manage ambiguity and drive process improvements through to practical implementation.

What’s in it for You

• Initial 12-month contract with a competitive daily rate.
• Opportunity to help shape and implement a new customer-focused operating model.
• High-impact role combining business analysis, process improvement, service design and operational transformation.
• Work with a diverse stakeholder group in a large, complex higher education environment, delivering improvements to service consistency and customer experience.

Apply today to discuss the opportunity and learn more about the role with Jimmy Nguyen.