Business Analyst

Seeking a Business Analyst with specialized experience in energy retail operations, compliance, and customer service. Your expertise will identify operational gaps, research enhancements, ensure regulatory adherence, and effectively communicate solutions across business departments.

• Collaborate with stakeholders to define and document business requirements reflecting energy retail operations, compliance mandates, and customer service objectives.
• Ensure operational realities and regulatory requirements inform all user requirements.

• Analyze billing data and operational processes within energy retail, identifying discrepancies, trends, compliance risks, and improvement opportunities.
• Translate complex data into actionable insights supporting billing accuracy, operational efficiency, and compliance adherence.
• Stay updated on energy industry trends, regulations and compliance frameworks, ensuring all recommendations align with legal standards.

• Evaluate customer interactions (live chat, email, social media), identifying trends and compliance considerations.
• Convert customer insights into actionable recommendations to enhance service quality, streamline support processes, and ensure regulatory compliance.

• Proactively identify, research, and propose system enhancements based on industry best practices in energy retail, compliance requirements, and customer experience.
• Work with the business to evaluate business functionalities, suggest innovative solutions, and ensure compliance alignment.

• Act as a liaison between Operations, IT, Compliance, and Management teams, clearly communicating insights, regulatory implications, and recommendations.
• Facilitate regular meetings and workshops ensuring alignment on process improvements, system functionalities, and compliance standards.

• Develop detailed documentation including user manuals and training resources reflecting new processes, system enhancements, and compliance requirements.
• Lead training sessions to ensure smooth adoption of new practices and compliance protocols.
• Manage projects using Agile methodologies, ensuring timely delivery, accurate time estimation, resource allocation, and effective risk management.

• Bachelor’s degree or higher in IT, Business, or a related field.
• Minimum three years of experience in a similar role, specifically within energy retail operations.
• Proven expertise in analyzing billing data, operational processes, and industry compliance/regulations.
• Strong understanding of how call centres operations with the ability to translate user feedback into compliant business improvements.
• Demonstrated ability to discover functional gaps, research solutions, and facilitate cross-departmental collaboration.
• Excellent written and verbal communication skills for technical and non-technical audiences.
• Proficiency in Agile project management, developing detailed project plans, and aligning projects with regulatory frameworks.
• Knowledge and understanding of regulatory bodies and compliance frameworks within the energy sector, such as AER (Australian Energy Regulator)