We’re looking for a strong Digital Business Analyst who really understands customer journeys and has deep experience working in digital transformation environments.

If you enjoy discovery, shaping problems before jumping to solutions, and working closely with design, data and delivery teams, this could be a great fit.

What you’ll do

• Lead and facilitate discovery across business and technical teams to define how customer interactions and leads are managed across channels and journeys
• Develop clear, practical documentation including business requirements, process flows, dependencies, risks, and mitigation approaches
• Work closely with customer, channel, and marketing stakeholders to understand the current contact and data landscape, and identify opportunities to improve connected experiences
• Translate customer journey insights and business needs into clear problem statements, opportunities, and prioritised roadmap items
• Facilitate design thinking and service design workshops to co-create solutions that link customer value with measurable business outcomes
• Create visual artefacts such as journey maps, experience blueprints, and service models to communicate insights and recommendations to senior stakeholders
• Partner with data, decisioning, and channel teams to ensure customer experience goals align with underlying technical enablers
• Collaborate closely with delivery teams to shape, validate, and refine requirements as initiatives move into delivery

Essential

• 7+ years’ experience as a Business Analyst, with strong exposure to customer experience, service design, or digital transformation
• Proven experience leading workshops to uncover needs, map customer journeys, and define prioritised roadmaps
• Strong ability to connect business goals, customer outcomes, and technical feasibility into a coherent delivery approach
• Excellent communication and storytelling skills, with the ability to turn complex information into clear, actionable insight
• Confidence working in ambiguity, simplifying complexity, and building alignment across diverse stakeholder groups

Desirable

• Understanding of channel strategies, marketing, or customer contact ecosystems (digital, branch, call centre)
• Experience working in data-driven customer engagement environments
• Familiarity with Jira, Confluence, and Power BI

The team at Comspek is keen to hear from you.
 

Kia ora, Comspek and our clients fully support and encourage diverse hiring and inclusive recruitment processes. Don’t meet every single requirement of this job description? That’s ok - You do not need to tick every box or have expertise in the full JD. Comspek is dedicated to building diverse, inclusive and authentic workplaces based on different clients’ needs. So, if you’re excited about this role, we encourage you to apply.