Senior Business Analyst - Customer Experience

Senior BA role in Auckland driving customer portal enhancements. Join a high-impact team to deliver user-focused solutions across product and tech.

An exciting opportunity has arisen for a Senior Business Analyst to join a highly collaborative Customer Experience team based in Auckland. This role offers you the chance to make a significant impact by enhancing a customer-facing portal that serves thousands of users across the country. You will be at the heart of product, delivery, and development teams, working together to deliver meaningful improvements that address real-world challenges and elevate customer satisfaction. The position is ideal for someone who thrives in technical environments, enjoys working closely with cross-functional teams, and is passionate about delivering tangible results. With upcoming nationwide initiatives and a focus on continuous platform enhancement, this is your chance to play a pivotal role in shaping user experiences and supporting large-scale digital transformation. Flexible working opportunities and a supportive team environment await you, making this an excellent next step for an experienced business analyst seeking both challenge and reward.

What you'll do:

• Lead comprehensive analysis for the customer-facing portal, ensuring all requirements are well-defined and aligned with user needs.
• Work closely with Product Managers and Delivery Leads to support backlog prioritisation and ensure timely delivery of impactful new features.
• Collaborate extensively with technical teams such as Developers and Architects to guarantee alignment between business goals and technical feasibility.
• Own and manage the product backlog by clearly defining high-value tasks that are ready for development while maintaining focus on efficiency.
• Apply design thinking principles from a user experience perspective to enhance outcomes for customers interacting with the portal.
• Translate complex business requirements into actionable, testable deliverables that can be easily understood by both technical and non-technical stakeholders.
• Facilitate Agile ceremonies including planning sessions, grooming meetings, and retrospectives to maintain momentum within the team.
• Support Delivery Leads in breaking down work into manageable sprints, enabling iterative progress towards project milestones.
• Liaise regularly with key stakeholders to ensure ongoing alignment around priorities, delivery cadence, and expected outcomes.
• Play an integral role in rollout activities such as supporting customer uptake strategies, marketing communications, and adoption initiatives for new platform features.

What you bring:

• Demonstrated experience in senior business analysis roles where you have taken ownership of complex projects from inception through delivery.
• A solid technical background or strong understanding of APIs, microservices architecture, HTML structures, and JSON data formats.
• Proven ability to work collaboratively with software development teams while effectively communicating technical concepts across diverse audiences.
• Extensive experience operating within Agile delivery environments including facilitating workshops and leading ceremonies such as sprint planning or retrospectives.
• Exceptional written communication skills focused on producing clear, concise requirements that drive actionable outcomes for development teams.
• A proactive approach characterised by willingness to engage in support calls or tackle varied business analysis tasks as needed by the team.
• Experience working within product-oriented settings such as SaaS companies or conversion rate optimisation teams where rapid iteration is valued.
• Familiarity with customer support portals or similar platforms aimed at improving satisfaction metrics among end-users.
• Comfort engaging external stakeholders—including educational institutions—to gather feedback or facilitate successful rollouts of new features.

What sets this company apart:

This organisation stands out for its unwavering commitment to improving digital experiences within the education sector on a national scale. By joining this team, you become part of an inclusive environment where knowledge sharing is encouraged and every voice matters. The company’s mission-driven approach ensures that your work has real impact—helping thousands of users access vital services more efficiently every day. You’ll benefit from flexible working opportunities designed to support work-life balance alongside generous training options that foster professional growth. The culture here values dependability, empathy, and teamwork above all else; leaders are approachable and genuinely invested in your success. As part of ongoing national initiatives—including major rollouts affecting over 2,500 schools—you’ll have unique opportunities for personal development while contributing meaningfully to projects that shape the future of digital learning environments across New Zealand.

What's next:

If you are ready to take your career forward by making a difference in one of New Zealand’s most impactful digital transformation programmes, this is your moment!

Apply today by clicking on the link—your next rewarding challenge awaits.