Senior Business Analyst - Operating Model
About the company
Our client is a specialist transformation consultancy that helps organisations simplify operations, improve service delivery and achieve measurable business outcomes. Working across process improvement, operating model design, automation and transformation, they partner closely with clients to turn complex operational challenges into practical, sustainable solutions.
The opportunity
We are seeking an experienced Senior Business Analyst to support a significant customer and service operations transformation.
This role requires strong Lean Six Sigma expertise and extensive experience designing future-state processes, eliminating waste and identifying opportunities to improve workforce efficiency. It is suited to someone who can move beyond documenting processes to critically assessing how work is performed and designing a more efficient operating environment.
You'll take ownership of key analysis activities and workstreams, including discovery coordination, workshop synthesis, current-state mapping, KPI analysis and the development of future-state artefacts.
This is a daily-rate contract running until the end of January 2027 with potential to extend. Ideally you'll be able to start as soon as possible. This is a hybrid role working from Parramatta 3 days a week, with occasional attendance in the Sydney CBD.
Key responsibilities
- Coordinate discovery activities and facilitate stakeholder workshops
- Document and analyse current-state processes across customer and service operations
- Design practical future-state processes and operating models
- Apply Lean Six Sigma methodologies to eliminate waste, reduce duplication and improve operational efficiency
- Identify opportunities to simplify processes, release capacity and reduce manual effort
- Conduct root-cause analysis using techniques such as Fishbone diagrams and the 5 Whys
- Develop SIPOC diagrams, value-stream maps and detailed process documentation
- Analyse operational data, KPIs, volumes and workforce requirements
- Consolidate workshop findings and operational insights into clear recommendations
- Prepare governance documentation and draft future-state artefacts
- Develop executive-ready presentations, reports and decision papers
- Work collaboratively with the Project Manager while independently owning assigned workstreams
- Consider system dependencies and architecture when developing process recommendations
About you
You will bring deep experience challenging existing ways of working, identifying inefficiencies and designing future-state processes that create measurable operational improvements. You will be comfortable working with stakeholders at multiple levels, turning incomplete or complex information into clear recommendations and producing executive-quality materials that support decision-making.
Skills and experience
- Strong experience as a mid-to-senior-level Business Analyst within transformation or operational improvement programs
- Lean Six Sigma Green Belt or Black Belt certification
- Extensive hands-on experience designing future-state processes
- Demonstrated success in eliminating waste and improving workforce efficiency
- Strong process mapping, business analysis and continuous improvement capability
- Experience analysing operational data and developing meaningful performance insights
- Excellent workshop facilitation, communication and stakeholder engagement skills
- Ability to synthesise complex information and produce high-quality business artefacts
- Confidence working autonomously within a consulting or project-based environment
- Knowledge of system architecture and technology dependencies would be beneficial
Experience that would set you apart (nice to have)
- Aged care or healthcare
- Contact centre transformation
- Customer operations
- Service operations transformation
- Operating model or workforce transformation
- Management consulting or independent advisory engagements
Apply now
Or contact Jamie Edmundson on jamie@frazertremble.com.au
