We are looking for an experienced CX focused Business Analyst to join a public sector organisation to 30th June 2025.
This role will support a Transformation and Change team working closely with the Service Design Lead. This requires someone who, although detailed and structured, is very comfortable driving through ambiguity, working flexibly and can adapt to directional changes quickly.
Current work activities include:
• Mapping end-to-end services including touchpoints and interactions
• Bring to life the customer experience and service user journeys
• Designing viable, feasible and desirable solutions
• Mapping current state journeys for services being redesigned and identifying waste
• Gathering and analysing customer and business data to understand the current state.
• Change impact analysis for organisational changes
• Reviewing of service change ideas and working with Managers to identify which changes to make next
• Creating wireframes of solutions for presentation to GMs
• Scoping and prioritising improvement ideas
Skills and experience:
• Experience working in design projects is essential
• Lean methodology experience to identify waste in processes is desirable
• Ability to drive through ambiguity, work flexibly and adapt to directional changes quickly.
• Curious, creative and courageous approach to problem solving
• Proven experience in eliciting, understanding and mapping customer journeys and end—to-end services to improve outcomes.
• Proven experience in bringing customer experiences to life so that stakeholders can engage and understand the impact of current designs.
• Experience in design, improvement and alignment and change impact analysis.
• Exceptional problem solving and analytical skills with a track record of identifying and addressing complex business challenges.
• Experience in conducting root cause analysis, risk assessment, and recommending innovative solutions to improve service outcomes
• Demonstrated ability to effectively engage and communicate with stakeholders at all levels of the organisation, including executives, service users, and delivery teams within a high change environment.
Salary band for this role is $108,000 to $132,000 pro-rated.
You must have the right to live and work in NZ to be considered for this role and be based in Wellington.
Please apply referencing job number 129468