Senior Business Analyst – Utilities Transformation Programme
Location: Wellington, NZ (Hybrid – 2–3 days/week in office)
Contract Duration: Full-time until 1 July 2025
About the Programme
A major transformation programme is underway to establish a new council-owned entity that will manage drinking water, wastewater, and stormwater services across the Wellington metropolitan region. This entity will officially launch operations in July 2026, and the programme is focused on delivering a seamless interim billing and receipting solution across four councils.
The Opportunity
We’re looking for a Senior Business Analyst to lead the billing workstream within this high-impact programme. This role is central to ensuring a smooth customer experience during the transition to the new water services model.
You’ll be responsible for mapping current and future billing processes, gathering and documenting requirements, and supporting the development of customer communications and vendor engagement. The work will begin with a deep dive into existing systems and processes, followed by future-state design and mapping. Once initial requirements are delivered, there will be opportunities to contribute to other workstreams within the programme.
Key Responsibilities
- Lead discovery and documentation of end-to-end billing processes across four councils
- Translate business needs into clear requirements, SLAs, and vendor packs
- Create process flows, customer journey maps, and reconciliation models
- Facilitate workshops and interviews with finance, ICT, customer service, and vendors
- Support governance documentation and change management activities
- Contribute to testing, cutover planning, and contingency strategies
- Consolidated future-state billing process maps
- SLA input pack and vendor requirements documentation
- Banking and direct debit transition playbook
- Payment-reconciliation flows and controls
- Test cases and go-live checklist
- Customer experience journey maps
You’re a confident, self-aware generalist with a strong customer lens and the ability to work alongside seasoned consultants. You know how to cut through resistance, build trust, and get things done in complex environments.
Essential Skills & Attributes:
- Proven experience as a Senior BA in utilities or complex billing environments
- Strong interviewing, facilitation, and documentation skills
- Ability to produce clear, actionable artefacts at pace
- Excellent communication and stakeholder engagement skills
- Experience working with or inside councils is a bonus
- Comfortable navigating ambiguity and shifting priorities
- Familiar with Agile, Waterfall, or hybrid delivery models
- Customer-first mindset and service design awareness
