Job Purpose
The Senior Business Analyst will play a critical role in shaping and delivering the Next Gen Voice platform across Bupa's Health Insurance, Health Services, and other business units. This role supports both strategic and tactical initiatives across the full Voice channel scope, enabling seamless integration of customer service technologies and processes within a modern CCaaS environment.
Responsibilities
* Partner closely with Product Owners and Product Managers to develop a deep understanding of challenges, pain points, and areas for opportunity.
* Support backlog prioritisation and refinement, ensuring the team has a shared understanding of Epics, Features, and User Stories aligned to business outcomes.
* Assist designers and developers in understanding customer needs and translating them into technical requirements.
* Coordinate testing, oversee change management activities, and contribute to post‐implementation reviews (PIRs).
* Conduct complex data analysis to support business cases, impact analyses, and strategic decision‐making.
* Use data visualisation tools like Power BI and AWS QuickSight to generate compelling insights and inform continuous improvement.
* Collaborate with Finance and Product teams to ensure business cases are measurable and benefits are tracked post‐implementation.
* Support frontline enablement by identifying opportunities for simplification and automation, allowing teams to focus on complex customer needs.
* Lead and influence cross‐functional virtual teams to deliver business improvement initiatives, coordinating diverse stakeholders across the organisation without direct line authority.
Skills and Experience Required
* 7–10 years of experience in business analysis or related roles.
* Proven experience in digital transformation, contact centre operations, and enterprise platforms.
* Prior experience working with health insurance products and policy.
* Domain knowledge in health insurance or healthcare is highly desirable.
* Familiarity with machine learning and AI technologies, and their application in customer service and healthcare environments.
* Demonstrated experience working within Agile methodologies and ceremonies, including backlog refinement, sprint planning, stand‐ups, and showcases.
* High degree of credibility and ability to build trust and forge strong relationships with senior stakeholders.
* Proficiency in delivery and collaboration tools such as Amazon Connect, Pega, Azure DevOps, Microsoft Teams, and Confluence.
* Expertise with data visualisation and reporting tools including Power BI and AWS QuickSight.
* Familiarity with customer journey mapping tools (e.g., Miro) and requirements management methodologies.
* Strong facilitation, documentation, and analytical skills.
* Skill in eliciting and defining requirements, i.e. Epics, Features, Stories, with clear acceptance criteria.
Benefits
We support our people to be the healthiest and happiest versions of themselves. From providing initiatives that develop careers to looking after our people's health, wellbeing and futures. Through the Viva Healthy & Happier programme, we're providing health benefits for everyone who works at Bupa, no matter their role.
Equal Employment Opportunity
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you'd like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
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