Computershare is embarking on an exciting multi-year transformation program to deliver industry-leading digital platforms and products through our Voyager Program. Our core objective is to deliver a market-leading digital experience for our customers and shareholders for Issuer Services, which will provide a competitive edge in the market for CPU, increased value to our clients, and opportunity for our employees.

As the Business Analyst, Voyager supporting the Customer Service Value Stream, your primary purpose is to drive the successful implementation of innovative digital solutions that enhance operational efficiency, improve customer experience, and streamline processes. You will collaborate with cross-functional teams to analyze current workflows, identify areas for improvement, and develop strategic plans and detailed requirements to integrate advanced technologies. Your role is pivotal in ensuring that the transformation aligns with business objectives, meets stakeholder expectations, and delivers measurable benefits.

Other key responsibilities include:

• Collaborating with cross-functional teams to gather and analyse data from various digital platforms and operational systems.
• Conducting thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
• Developing and maintaining dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
• Working closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
• Monitoring and evaluating the effectiveness of digital tools and technologies used in customer service or call centre operations.
• Identifying areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
• Leading and supporting the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
• Conducting market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
• Assisting in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.

What will you bring to the role?

• Proven experience as a Business Analyst or Management Consultant within a customer service or call centre environment
• Strong skills in MS Office (Excel, Word, PPT) and PowerBI or Tableau
• Experience in managing limited resources and conflicting deadlines

Bonus points if you have:

• Bachelor's degree in business administration, Information Systems, Analytics, Data Science, or related field
• Experience in project management (continuous improvement initiatives)
• Experience in relation to the share registry and financial services industry
• Knowledge of the Computershare business and the related stakeholders
• Certification in Business Analysis (e.g., CBAP), Project Management (e.g., PMP), or Management Consulting (e.g., CMC)

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.

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ABOUT US

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.