Customer Service Centre Business Analyst


Reference #

Banking & Financial Services

Vacancy Type
Work type
  • Participate in the continuous improvement of project and governance processes
  • Develop requirements that are fit-for-purpose
  • Work with a team that values collaboration and innovation
About The Role

Role Location: Melbourne

Role Type: 12 Month Fixed Term Contract


As a CSC Business Analyst, you will look after the business engagement and functional requirements for the delivery of the Customer Service Centre solution within the Institutional Automation programme. You will primarily analyse, capture requirements and give inputs into design for the Customer Service Centre teams in Melbourne for the Australia segment of Institutional division. You will engage with relevant business stakeholders and will work closely with the delivery team and relevant Technology partners. You will ensure that business stakeholders are prepared for all changes.


This is a “Business BA” role that will require engagement with relevant business stakeholders and then work closely with the delivery team as well as relevant Technology partners, to ensure timeliness and quality of the delivery.

About You

To grow and be successful in this role, you will ideally bring the following:

  • Significant experience in a Business Analyst capacity in similar automation projects mainly in Customer Service Centre area of the bank
  • Operational knowledge of how a Customer Service Centre operates. This involves IVR (Interactive Voice Response) and Voice/Email based channels for Customer Servicing across all 4 lines of business (Cash, Lending, Trade and Markets)
  • Excellent written and verbal communication skills and demonstrated ability to interact with Business as well as Technology Stakeholders in the organization, including senior management
  • Good documentation skills (analyse, test, implementation)
  • Solid understanding of project management lifecycles, disciplines and procedures
  • Demonstrated knowledge and experience in working on mid to large sized projects
About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.


We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.


A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.


ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.


We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.


To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number AUS093789.


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