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Senior Business Analyst - Ops Transformation
Full-time
Smart's mission is to transform retirement, savings, and financial wellbeing around the world. We are looking for a highly driven transformational Business Analyst to lead the optimisation of our customer services operating model and customer experience, designing and integrating automation and AI capabilities to drive efficiency and free human resources for high-value customer touchpoints.
Responsibilities
Champion the vision for the emerging operating model, driving efficiency through automation.
Lead the implementation of automation and AI tooling, including workflow automation.
Optimise customer demand management, routing queries through self-service, digital, and assisted support channels.
Use data and insights to continuously refine processes, improve service levels, and reduce operational costs.
Collaborate cross-functionally with operations, technology, data, compliance, and customer experience teams.
Monitor performance using KPIs to track efficiency gains, customer satisfaction, and demand reduction.
Who we are looking for
Proven experience as a Senior Business Analyst or Product Owner, ideally in a regulated, complex operational environment.
Strong track record of implementing automation and digital customer journeys.
Deep understanding of process optimisation, demand management, and operational design.
Strong analytical mindset and experience working in agile environments.
