Senior Business Analyst - CX

An exciting opportunity has arisen for a Senior Business Analyst with expertise in User Experience to join a dedicated team in Auckland. You will be empowered to bring your design thinking skills into an agile environment, collaborating closely with product managers and developers to deliver solutions that are both simple and intuitive. With no separate design team, you will have end-to-end ownership of shaping user journeys, designing screens, and defining functionality from initial insight through to release.

What You'll Do

• Collaborate closely with product managers, developers, and other stakeholders to create digital experiences that are intuitive and effective for school users accessing the customer portal.
• Translate user insights into actionable requirements that inform the design and development of new features and improvements within the portal.
• Define front-end behaviours, APIs, and data models in partnership with designers and developers to ensure technical feasibility and user satisfaction.
• Lead story refinement sessions and walkthroughs to validate feature designs before they move into development, ensuring clarity and shared understanding among all team members.
• Track usage metrics and collect customer experience feedback post-release, using this information to identify areas for enhancement and feed improvements back into the backlog.
• Facilitate workshops with cross-functional teams to gather requirements, align on priorities, and foster a shared vision for product evolution.
• Support user acceptance testing (UAT) by preparing test cases based on user stories and ensuring that delivered features meet agreed-upon requirements.
• Map current versus future-state processes and data flows to identify gaps, inefficiencies, or opportunities for simplification within the portal’s workflows.
• Maintain comprehensive documentation in tools such as Jira and Confluence to support transparency, traceability, and knowledge sharing across the team.
  
  

What You Bring

• Demonstrated experience as a Business Analyst within agile teams focused on customer-facing products or services over at least five years.
• Hands-on familiarity with front-end frameworks as well as APIs, enabling you to bridge communication between technical teams and business stakeholders effectively.
• Proven ability to translate complex user journeys into structured requirements that are testable and actionable by development teams.
• Comfortable leading workshops with diverse groups of stakeholders to elicit requirements, refine stories, prioritise backlogs, and support user acceptance testing activities.
• Skilled in mapping current versus future-state processes as well as data flows to uncover opportunities for improvement or simplification within digital products.
• Proficient in using Jira for backlog management and Confluence for documentation; any exposure to Salesforce would be considered advantageous but not essential.
• A thoughtful collaborator who thrives on bringing people together around shared objectives while asking insightful questions that drive clarity.
• Excellent written and verbal communication skills with an emphasis on empathy, active listening, and building consensus among team members.
  
  

What Sets This Company Apart

Here you’ll find an environment where collaboration is more than just a buzzword: it’s embedded in every project. The company fosters supportive leadership that encourages open dialogue while offering flexible working opportunities designed around your needs. Training opportunities abound so you can continue developing your skills alongside knowledgeable colleagues who share your passion for positive change. Whether untangling complex workflows or mapping out new experiences from scratch, you’ll be part of a team committed not only to technological excellence but also to social impact—making this an ideal place if you want your work to matter beyond business results alone.

If you were interested in finding out more, register via the link or get in touch with [email protected] today