Process & Change Analyst

About the role:

We’re looking for a collaborative and hands-on Process & Change Analyst to join our Operations Change & Capability team. You’ll work closely with stakeholders to understand proposed changes, assess their operational impacts, and translate complex information into clear, practical and consumable outputs.
This role is ideal for someone who thrives on getting into the detail and turning complexity into clarity. You’ll facilitate workshops, conduct change impact assessments and process gap analyses, and develop comprehensive business process maps that accurately capture current and future-state operations. Your insights and outputs will help stakeholders understand what is changing, who and what is impacted, the capability gaps created by the change, and what is required to support readiness and successful implementation. You’ll also help scope learning requirements and develop and deliver practical training plans and capability-building activities that support adoption and sustainable change. Through your analysis, you’ll identify practical improvement and efficiency opportunities that may benefit Operations.
You’ll confidently operate across both tactical delivery and strategic change, bringing an operational lens to change discussions and positively influencing how change is designed, sequenced and embedded. You’ll transform change demand into structured insights that support prioritisation, readiness and informed decision-making across Operations.
Working under the direction of the Lead, Operations Change & Capability, you’ll own and maintain key change artefacts, including change impact assessments, change-on-a-page summaries, process maps and readiness inputs. You’ll also contribute to the delivery of change initiatives, by applying a blend of change analysis, process analysis, stakeholder engagement, coordination and readiness support. Your work will be delivered in line with agreed change frameworks and governance requirements, ensuring risks, impacts and dependencies are clearly identified and managed.
Your responsibilities will include:

• Working closely with stakeholders and facilitating workshops to understand operational processes, proposed changes, impacts and readiness requirements.
• Conducting detailed change impact assessments across processes, roles, teams, customers, systems, risks and operational capacity.
• Undertaking current and future-state process analysis, process gap analysis, and developing detailed business process maps.
• Identifying practical process improvement and efficiency opportunities through change analysis, impact assessments and process reviews.
• Assessing the capability impacts of change, including identifying knowledge, skill and proficiency gaps across impacted teams and roles.
• Partnering with stakeholders and subject matter experts to identify learning requirements and develop and deliver practical training and capability uplift strategies that support readiness, adoption and sustained performance.
• Developing clear, concise, and stakeholder-focused change artefacts, including change-on-a-page summaries, process insights and readiness assessments.
• Analysing change demand to identify operational impacts, dependencies, cumulative change load, sequencing considerations and operational capacity constraints.
• Positively influencing change outcomes through constructive challenge, effective communication and proactive stakeholder engagement.
• Applying agreed change frameworks, governance standards and Risk in Change requirements consistently across all assigned activities and deliverables.

About you :
You’re a curious, pragmatic and detail-oriented change professional who builds trusted relationships quickly and enjoys working closely with stakeholders to solve complex problems. You can confidently move between detailed process analysis and the broader organisational change landscape, translating complexity into clear, practical insights that support decision-making and action.
You bring a collaborative and constructive approach, balancing strong analytical skills with effective stakeholder engagement. Comfortable working across both operational and strategic contexts, you use sound judgement to identify impacts, challenge thinking respectfully, and influence positive outcomes. You thrive in environments where you can connect people, processes and change, helping teams prepare for and successfully adopt new ways of working.
You will bring:

• Hands on experience in change management, business analysis, process analysis, project delivery, or a related discipline.
• Demonstrated experience conducting change impact assessments, process gap analysis and detailed current and future-state process mapping.
• Strong workshop facilitation, stakeholder engagement, consultation and relationship-building skills.
• The ability to translate complex business, process and change information into clear, meaningful and actionable artefacts and insights.
• A positive, collaborative and pragmatic approach, with the confidence to provide constructive challenge and influence stakeholders at all levels.
• Financial services experience, together with a sound understanding of banking operations, risk management and regulatory obligations.
• Strong analytical, problem-solving, planning and written communication skills, with a high level of attention to detail.
• Relevant tertiary qualifications and/or professional certifications. Qualifications such as AgilePM, Prosci Change Management Certification, Lean Six Sigma, Business Analysis, or Process Improvement certifications will be highly regarded.

Why you’ll love working with us:
People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.
You’ll have access to financial and lifestyle benefits to support your success and individuality:
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Flexibility and hybrid working arrangements.
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Extend your salary with discounts on banking, health insurance, and shopping across Australia.
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Advance your career with training, study support, and project opportunities.
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Competitive leave benefits that empower employees to take time for themselves and loved ones.
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Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
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Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
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Be recognised for your contributions through our peer-driven recognition program.
A bit about People First Bank:
In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 customers and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states.
With a vision ‘To deliver positive change through banking’, People First Bank serves customers and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.
Apply online now:
If this sounds like you, this could be the next step in your career. Click Apply now and submit your application, including a cover letter and current resume by Tuesday 13th October 2026.
Our diversity makes us stronger
People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.