Senior BA - Product & Optimisation Lead

• Join Australia's leading comparison company
• Hybrid working arrangements
• We encourage innovation, collaboration and creative thinking

About the Role
We’re looking for an experienced and commercially minded Product & Optimisation Lead (Senior BA) to drive continuous improvement across our contact centre platforms and customer operations ecosystem.

In this role, you’ll own and manage the optimisation backlog across CCaaS, Salesforce, and related capabilities — ensuring business needs are translated into practical, prioritised solutions that improve operational performance, user adoption, customer experience, and business value.

You’ll work closely with operations, sales, technology, data teams, and external vendors to shape initiatives, define requirements, coordinate delivery, and support successful implementation outcomes.

This is a highly collaborative role suited to someone who combines strong business analysis capability with product thinking, stakeholder management, and a passion for operational optimisation.

Key Responsibilities

• Own and manage the optimisation backlog across CCaaS, Salesforce, and supporting contact centre capabilities
• Translate commercial and operational needs into clear requirements, user stories, process improvements, and prioritised delivery initiatives
• Lead discovery sessions, process mapping, and solution design across workflows, routing, reporting, and platform enhancements
• Support roadmap planning, quarterly prioritisation, and release governance activities across optimisation initiatives
• Work closely with platform leads, operations, sales, technology, data teams, and vendors to coordinate delivery and manage dependencies
• Coordinate UAT, implementation support, and change readiness activities for new capabilities and enhancements
• Track adoption, benefits realisation, and operational impact to ensure initiatives deliver measurable value
• Identify opportunities to improve efficiency, reduce rework, and strengthen overall platform effectiveness

What You’ll Bring

• Proven experience in a Senior Business Analyst, Product Owner, Optimisation, or Continuous Improvement role
• Strong experience working within contact centre environments and platforms such as CCaaS and Salesforce
• Demonstrated capability in backlog management, requirements gathering, process mapping, and solution delivery
• Strong stakeholder engagement skills with the ability to influence across operational and technical teams
• Excellent analytical, problem-solving, and prioritisation skills
• Experience supporting UAT, change management, and implementation activities
• Ability to balance strategic thinking with hands-on delivery execution

Success in This Role Looks Like

• A clear and prioritised optimisation backlog aligned to business and customer outcomes
• Improved delivery quality from requirements through to implementation
• Increased adoption and effective use of contact centre and CRM capabilities
• Measurable operational improvements and value realisation from optimisation initiatives
• Reduced rework and stronger delivery outcomes through better process design and stakeholder alignment
• High levels of stakeholder confidence in prioritisation, delivery clarity, and business readiness

Why Join Us?

• Opportunity to shape and optimise key customer and operational platforms
• Collaborative and fast-paced environment with strong cross-functional exposure
• High-impact role with visibility across operations, technology, and customer experience
• Ongoing opportunities for growth, innovation, and professional development

Apply Now
If you’re passionate about optimisation, product thinking, and delivering practical business improvements, we’d love to hear from you.