Client Experience Transformation Analyst

  • Company:
    Macquarie Group
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 days ago
  • Category:

As a Client Experience Transformation Analyst, you will use your critical thinking and comprehensive experience in analysis and problem solving to perform a range of responsibilities in support of business transformation.

You will play a key role in the co-ordination and facilitation of a range of stakeholder forums including workshops, working groups and stand-ups. Bringing together stakeholders, you will clearly document user and business requirements to inform solution design and delivery of transformation initiatives. You will also be responsible for preparing and maintaining key transformation communication channels including our visual management board, road maps, stakeholder briefings and workplace updates.

As someone with passion, curiosity and enthusiasm, you will drive change and have a strong desire to learn. You will use your experience working within projects and excellent stakeholder management skills to assist in transforming the business. You also excel in problem solving, critical thinking and communication.

What you will do:

  • analyse data, feedback and client insights to identify pain points and present opportunities for improving the client experience
  • collaborate with stakeholders across the Client Experience ecosystem to elicit, define, and document business requirements / user stories
  • collaborate with technology partners – Product Owners, Business Analysts, Architects and Engineers – to co-create solutions and support delivery planning.
  • design and facilitate workshops for brainstorming, ideation, synthesis and mapping
  • be the custodian of the customer experience ensuring that work stays anchored in the customer problem and customer success metrics are always embedded in solution design.
  • What we’re looking for:

  • a curious, self-motivated professional with a passion for developing exceptional client experiences
  • self-motivated and highly organised, with an ability to manage and track work across multiple boards, initiatives and teams
  • an analytical thinker who can process data, synthesise into insights and present to stakeholders in compelling ways
  • thrive in a collaborative team, bringing excellent communication and interpersonal skills. Committed to best practice and sharing ideas and inspiration within the team and across the organisation
  • a problem solver who loves big challenges, tackles them using a collaborative workflow, with the client front of mind
  • demonstrated analyst experience, advocating for customer or business users on technology / transformation projects
  • demonstrated experience in facilitating workshops, documenting user stories, mapping processes
  • demonstrated experience in managing work using agile principles and frameworks (SCRUM, KANBAN).
  • About Banking and Financial Services

    Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

    Our commitment to Diversity and Inclusion 

    Macquarie understands the importance of diversity and inclusion – our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you’re capable, motivated and can deliver, we want you on our team. 

    We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.