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Transformation Analyst – Customer & Service Design

Australian Motoring Services
Melbourne, AUS
Mid · 5+ years experience
Hybrid
Discovered 3 days ago
Communication

Full Job Posting

What you’ll do

  • Analyse current-state processes, operational challenges and evidence to understand the real problem.
  • Map customer, partner and employee journeys to find pain points, moments that matter and opportunities.
  • Design future-state journeys, service blueprints and service models, and the people, processes and capabilities needed to deliver them.
  • Translate customer and operational needs into clear business requirements and defined transformation initiatives.
  • Facilitate workshops, interviews and discovery sessions across business, operational and partner teams.
  • Support options assessment, business cases and transformation roadmaps.
  • Turn complex information into clear, executive-ready insights and recommendations.

What you’ll bring

  • 5+ years’ experience in business analysis, transformation, service design or process improvement.
  • Strong customer journey mapping and service design capability.
  • Experience developing future-state processes and service models.
  • Excellent workshop facilitation and stakeholder engagement skills.
  • Strong analytical, problem-solving and communication skills.
  • The ability to navigate ambiguity and turn ideas into practical outcomes.
  • Why AMS?
  • The Australian Motoring Services (AMS) Group operates across roadside assistance, automotive batteries, EV charging, travel and rewards through businesses including Assist Australia, Chargefox and Club Assist.
  • We’re innovating, growing and helping shape the future of mobility in Australia.
  • If you’re passionate about designing better experiences and turning strategy into action, we’d love to hear from you.

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