Job Overview
The Business Optimisation Analyst is responsible for analysing, challenging, and redesigning operational processes across Group Operations, while supporting the activation of platform capabilities and automation opportunities.
Responsibilities
* Analyse end-to-end Group Operations processes and workflows, identifying inefficiencies, unnecessary manual effort, and opportunities for redesign, automation, or elimination.
* Lead process discovery workshops with operational stakeholders to map current-state processes, challenge existing ways of working, and co‐design future‐state workflows aligned to the RACT Process Architecture Framework.
* Design and document future‐state processes, including process maps, workflow specifications, business rules, and configuration requirements that enable platform capability activation and automation.
* Support the Manager, Business Optimisation in maintaining the rolling capability roadmap for Group Operations platforms, researching newly released and underutilised features and assessing their applicability to operational processes.
* Define business requirements, configuration specifications, and success criteria for process improvements and platform capability activations, translating operational need into clear, actionable specifications for Technology and vendor teams.
* Plan and execute user acceptance testing for changes delivered by the team and other projects impacting Group Operations platforms, ensuring solutions meet business requirements before deployment.
* Use operational and platform performance data to support the identification of optimisation opportunities and to measure the impact of changes delivered.
* Support the identification and design of automation and AI enablement opportunities, assessing where workflow automation, AI‐assisted decisioning, and self‐service can replace or augment manual processes.
* Contribute to business cases for proposed improvements, gathering evidence, quantifying expected benefits, and documenting current‐state pain points.
* Collaborate with the Operations Capability, Operations Support, and Operations Risk & Compliance teams to ensure process changes are reflected in training materials, support procedures, and compliance frameworks.
Qualifications
* Relevant tertiary qualification in business administration, information technology, or related field.
* 3+ years of experience in process analysis, process re‐engineering, or operational improvement.
* Strong process mapping and design skills, with the ability to critically evaluate existing workflows and design improved future‐state processes.
* Experience defining business requirements and configuration specifications for enterprise platforms (e.g., CRM, contact centre).
* Practical understanding of how platform capabilities, workflow automation, and AI can be applied to improve operational processes.
* Experience planning and executing user acceptance testing.
* Strong analytical skills with the ability to use data to identify trends, quantify issues, and measure improvement outcomes.
* Excellent communication and facilitation skills, with the ability to lead workshops and engage effectively with stakeholders at all levels.
* Ability to work autonomously, take initiative, and manage competing priorities.
Benefits
* Staff discounts on RACT home and car insurance, and free Ultimate Roadside Assistance.
* Three days of Wellbeing Leave per year, usable as desired.
* Superannuation contribution matching up to 2%.
* Career growth opportunities through development investment.
* Flexible work environment to support work‐life balance.
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