Senior Business Improvement Analyst

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

Within our Insurance business, we’re focused on uplifting how we serve members at key Moments that Matter -strengthening service performance, improving experiences, and enhancing the systems and teams behind the scenes.

About the Role

As our Senior Business Improvement Analyst, you’ll lead the discovery, design and delivery of initiatives that enhance member experience and optimise key enabling functions across Insurance. You’ll partner with squads, leaders, SMEs and Product Owners to shape solutions that are human‑centred, measurable and sustainable.

You’ll simplify processes, reduce cost‑to‑serve and uplift operational capability - helping teams confidently adopt better ways of working and supporting Australian Unity’s commitment to exceptional member outcomes.

In this role, you will:

• Lead discovery to understand current‑state experiences and processes - mapping journeys, analysing root causes and identifying improvement opportunities.
• Design future‑state services and operational models that simplify, standardise and improve the member experience.
• Facilitate cross‑functional workshops to align stakeholders and drive decisions.
• Partner with tech squads and Product Owners to shape solutions and support delivery.
• Improve efficiency by simplifying high‑volume transactions and uplifting operational documentation.
• Embed changes through collaboration with Learning & Development and Change teams.
• Measure and report improvements across member experience, efficiency and quality.
• Maintain clear, current operational artefacts (journey maps, process maps, procedures).
• Uphold governance and risk/compliance requirements.

Toolkits you’ll use

Lean, Six Sigma, Design Thinking and Journey Mapping.

About You:

You’re an experienced continuous improvement, service design or business improvement professional who enjoys simplifying processes, improving member experiences and creating better ways of working. You bring a human-centred and data-informed approach to identifying opportunities and delivering practical, sustainable improvements.

You’re outcome-focused, confident in facilitating workshops and comfortable partnering with diverse stakeholders to turn insights into action. You bring strengths across service design, operational excellence and continuous improvement, with the ability to deliver meaningful and measurable outcomes.

• 4+ years’ experience delivering end‑to‑end continuous improvement, service design or business analysis initiatives.
• Strong facilitation and stakeholder engagement capabilities, with confidence working across all levels of the organisation.
• Demonstrated application of service design, Lean or Six Sigma methodologies, supported by data‑driven prioritisation and evaluation.
• Excellent communication skills and a high standard of documentation across processes, requirements and solution designs.
• Ability to work autonomously, manage multiple priorities and drive delivery across complex or cross‑functional initiatives.
• Strong analytical and problem-solving skills, with the ability to translate insights into practical, sustainable improvements.
• Desirable: Experience in change or L&D, knowledge management practices, digital adoption tools (e.g., WalkMe), agile ways of working, and/or exposure to Health Insurance or Financial Services.

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Applications will close on Tuesday, 29 September.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.

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