Position Overview:
The Procedures and Business Analyst is responsible for analysing business operations, customer journeys, systems, workflows, and organisational processes across Citro and AMP Rewards. Reporting to the Head of Engineering, the role works across engineering, marketing, partnerships, customer success, operations, and enterprise stakeholders to identify opportunities for operational improvement and technology-enabled transformation.
A key focus of the role is leveraging Artificial Intelligence (AI), workflow automation, and business systems analysis to improve organisational efficiency, reduce manual effort, and enhance customer and partner experiences. The role is responsible for identifying, designing, testing, and implementing AI-powered workflows that automate marketing operations, partnership management processes, customer support activities, cashback operations, and engineering maintenance workflows.
The position combines business analysis, process improvement, customer experience optimisation, systems analysis, organisational change management, and AI-enabled workflow design to support Citro’s cashback, loyalty, rewards, content, and enterprise engagement platforms.
Key Responsibilities:
Business Analysis and Organisational Improvement
- Analyse existing business processes, operational procedures, customer journeys, organisational structures, and technology-enabled workflows.
- Identify business gaps, operational inefficiencies, customer experience challenges, and opportunities for continuous improvement.
- Facilitate stakeholder workshops, requirements gathering sessions, and process reviews to understand organisational objectives and business needs.
- Develop current-state and future-state process maps, workflow documentation, business requirements, and operational procedures.
- Prepare and recommend proposals to improve workflows, redefine operational procedures, enhance customer experiences, and optimise resource utilisation.
- Support implementation of approved recommendations and organisational change initiatives.
- Assist business stakeholders in adopting improved processes and technology-enabled ways of working.
AI Transformation and Workflow Automation
- Identify opportunities to leverage Artificial Intelligence to improve operational efficiency across marketing, partnerships, customer success, operations, and engineering functions.
- Design and document AI-enabled workflows that automate repetitive business activities and improve organisational productivity.
- Test, evaluate, and contribute to the design of AI Agents using open-source agent orchestration frameworks, including defining user requirements, user journeys, workflow design, and UI/UX improvements.
- Assist in evaluating AI solutions and recommend improvements to maximise business value and customer outcomes.
- Collaborate with engineering teams to prototype and validate AI-powered solutions before implementation.
- Monitor and analyse the effectiveness of AI-enabled workflows and recommend ongoing improvements.
Customer Experience, Cashback Operations and Enterprise Delivery
- Analyse customer feedback, cashback transactions, campaign performance, partner activity, engagement metrics, and operational data to identify opportunities for improvement.
- Support optimisation of cashback, loyalty, rewards, affiliate marketing, and customer engagement programs.
- Investigate customer and partner issues and coordinate root cause analysis activities across internal systems and external service providers.
- Work with enterprise customers, business stakeholders, and technology teams to define requirements for new initiatives and operational improvements.
- Support change management activities associated with system enhancements, operational improvements, and customer-facing initiatives.
- Develop recommendations aimed at improving customer satisfaction, retention, engagement, and operational performance.
Systems Analysis and Technology Enablement
- Analyse business systems, integrations, operational capabilities, and workflows to identify opportunities for improvement.
- Translate business requirements into functional specifications, user stories, acceptance criteria, process documentation, and implementation plans.
- Evaluate existing systems and recommend technology-enabled solutions to improve organisational performance.
- Utilise AI-assisted development tools to rapidly prototype concepts, validate ideas, and support engineering delivery activities.
- Assist in documenting system requirements, operational procedures, workflow improvements, and business process changes.
Stakeholder Management and Capability Development
- Facilitate collaboration between engineering, marketing, partnerships, operations, customer success, and enterprise stakeholders.
- Provide coaching and support to individuals and teams to improve adoption of new processes, technologies, AI capabilities, and workflow improvements.
- Prepare reports, business cases, recommendations, and implementation plans for leadership teams.
- Promote a culture of continuous improvement, customer focus, and organisational innovation.
Essential Skills and Experience
Qualifications
- Equivalent industry experience in customer success, systems analysis, process improvement, organisational transformation, or technology-enabled delivery environments.
Experience
- Experience in business analysis, systems analysis, process improvement, customer success, operational transformation, or technology-enabled delivery environments.
- Minimum 1 year of experience working with cashback, affiliate marketing, loyalty, rewards, or customer engagement platforms.
- Demonstrated experience working with enterprise customers and cross-functional stakeholder groups.
- Experience managing operational incidents, customer issues, root cause analysis investigations, and change management activities involving multiple systems and business stakeholders.
- Experience leading or coordinating offshore engineering teams operating within Agile, Lean, or Extreme Programming (XP) delivery methodologies.
- Experience identifying opportunities to improve organisational processes, customer experiences, and operational efficiency through technology-enabled solutions.
Technical and Platform Experience
- Experience testing, evaluating, and contributing to the design of AI Agents using open-source agent orchestration frameworks, including defining user requirements, user journeys, workflow design, and UI/UX improvements.
- Experience identifying and implementing AI-powered workflow automation opportunities across multiple business functions.
- Experience using Google Stitch for workflow automation, data integration, and business process optimisation.
- Advanced experience using ClickUp to coordinate cross-functional initiatives involving cashback, rewards, loyalty, content, marketing, engineering, and enterprise stakeholders.
- Experience using OpenAI Codex or equivalent AI-assisted software development tools to rapidly prototype concepts and support engineering delivery activities.
- Experience using AI-assisted development tools to implement and validate minor bug fixes and operational improvements within cashback or customer engagement platforms.
- Experience documenting business requirements, operational procedures, workflow diagrams, system requirements, and organisational improvement initiatives.
Ideal Skills
- Minimum 1 year experience working with cashback, rewards, affiliate marketing, loyalty, or customer engagement platforms.
- Strong background in Customer Success and stakeholder management.
- Managed offshore engineering teams operating under Agile and Extreme Programming (XP) methodologies to deliver cashback, loyalty, rewards, and AI-enabled initiatives.
- Experience triaging customer issues, operational incidents, and partner-reported defects across multiple integrated systems.
- Experience managing change initiatives associated with business process improvements, platform enhancements, and operational workflows.
- Experience designing and evaluating AI-enabled workflows to improve marketing, partnership management, customer support, and engineering maintenance processes.
- Advanced experience using ClickUp to manage cross-functional cashback, loyalty, rewards, marketing, and enterprise customer initiatives.
Other requirements:
This role is a hybrid role and will require 2 days a week in our office in Circular Quay, Sydney
Job Open from 29 May 2026 – 26 June 2026
