Senior Business Analyst

PURPOSE OF THE ROLE

The Senior Business Analyst plays a pivotal role in shaping and delivering innovative digital insurance solutions across B2B2C channels. Working at the intersection of business strategy, customer experience, product development and technology delivery, this role is responsible for translating business objectives into clear requirements, solution designs and delivery outcomes that create value for clients, partners, agents and end customers.

The role partners closely with business stakeholders, product teams, technology teams and external partners to identify opportunities, optimise business processes and design scalable, API-enabled solutions that support business growth, operational efficiency and exceptional customer experiences.

As a senior member of the Business Analysis practice, the role provides leadership across discovery, analysis, solution design and delivery activities, ensuring initiatives are aligned to strategic priorities, customer needs and measurable business outcomes.

KEY RESPONSIBILITIES

Business Analysis & Solution Design

• Lead end-to-end business analysis activities across digital, operational and strategic initiatives.

• Elicit, analyse, document and validate business, functional and non-functional requirements using a variety of techniques.

• Facilitate workshops and stakeholder engagements to define business needs, pain points, opportunities and future-state solutions.

• Translate business objectives into clear requirements, user stories, process maps, business rules and solution specifications.

• Design and optimise business processes to improve customer experience, operational efficiency and scalability.

• Develop current-state and future-state process models, service designs and solution blueprints.

Digital product & Transformation Delivery

• Support the design and delivery of digital insurance products and capabilities across direct, partner and agent channels.

• Contribute to the development of API-enabled and STP insurance solutions spanning quote, policy administration, underwriting and claims processes.

• Collaborate with Product Managers, Technology teams and Delivery Leads to ensure solutions deliver intended business outcomes.

• Participate in roadmap planning, prioritisation and business case development for strategic digital initiatives.

• Ensure business requirements and solution designs align with enterprise architecture, technology capabilities and operational objectives.

Stakeholder Management

• Build strong relationships across business, technology and operational teams.

• Act as a trusted advisor to leaders and stakeholders, providing analysis and recommendations to support decision-making.

• Manage stakeholder expectations, facilitate alignment and navigate competing priorities.

• Identify and manage cross-functional dependencies, risks and issues throughout the delivery lifecycle.

Data, Insights & Continuous Improvement

• Leverage customer insights, operational metrics and performance data to identify improvement opportunities.

• Define and monitor KPIs and success measures aligned to business objectives and OKRs.

• Support benefits realisation activities and continuous improvement initiatives.

• Champion data-driven decision making and a customer-centric approach to solution design.

Agile Delivery & Leadership

• Work within Agile delivery environments, supporting backlog refinement, prioritisation and sprint planning activities.

• Mentor and support junior Business Analysts and contribute to the development of Business Analysis standards and practices.

• Promote collaboration, continuous improvement and effective stakeholder engagement across delivery teams.

• Contribute to building a high-performing, outcome-focused Business Analysis capability.

ROLE REQUIREMENTS

Experience and Qualifications

• 7+ years' experience as a Business Analyst or Senior Business Analyst delivering complex business and technology initiatives.

• Proven experience delivering digital transformation, customer experience or technology-enabled business change programs.

• Strong experience working across business and technology teams to define and implement solutions.

• Experience in Agile delivery environments, including writing user stories, acceptance criteria and managing requirements throughout delivery.

• Demonstrated expertise in business process modelling, requirements management and solution design.

• Experience managing senior stakeholders across multiple business functions.

• Strong analytical, facilitation and problem-solving skills.

• Curious, proactive and driven to challenge the status quo and improve outcomes.

Highly Desirable

• Experience within insurance, travel insurance, financial services or related regulated industries.

• Experience delivering API-enabled, integration-heavy or straight-through-processing (STP) solutions.

• Experience working within B2B, B2C or B2B2C digital ecosystems.

• Bachelor's degree in Business, Information Technology, Commerce or related discipline.

• Formal Business Analysis certification (IIBA, CBAP, CCBA or equivalent).