Business Analyst

AMI HomeHub is a wholly owned subsidiary of IAG New Zealand, with branches located in major metropolitan cities across New Zealand. The organisation provides market-leading home reinstatement services for IAG customers.

About the Role

The Business Analyst is a hands-on reporting and process role responsible for delivering the reporting, analysis and process improvement that supports HomeHub's operational performance and customer outcomes. The role owns HomeHub's Power BI operational reporting, maps and improves business processes, develops and maintains SOPs and work instructions, and is the business subject matter expert for our job-management platform. Working across all branches, customer pathways and support functions, the role uses data and process insight to identify improvement opportunities, support informed decision-making, and help deliver consistent, efficient and customer-focused outcomes.

Does this sound like you?

We are looking for an experienced Business Analyst who can hit the ground running. Advanced, current and hands-on Power BI capability is essential, alongside proven experience mapping processes and writing practical SOPs and work instructions. The right person is self-starting and comfortable with limited direction, curious and evidence-led, a strong communicator who can influence without positional authority, and equally at home with frontline teams and senior leaders.

Key Accountabilities

• Own HomeHub's Power BI operational reporting end to end, including building, publishing and maintaining reporting at national, branch, team and role level, along with semantic models, refresh schedules, workspace and app management, access, version control and report performance
• Independently extract, clean, reconcile and model data with source-system owners, resolving or clearly documenting data-quality limitations
• Provide analysis and reporting for operational leaders, governance and improvement activity, and review, and where required rebuild, reporting created by others
• Analyse data from available sources to identify process and service issues, and monitor customer outcomes after change implementations, recommending corrective action where intended benefits are not being achieved
• Capture current-state processes through interviews, frontline observation, data and system review, and design future-state processes showing customer touchpoints, hand-offs, decision points, systems, controls, accountabilities and escalation triggers
• Identify process issues and inefficiencies including duplication, workarounds, manual effort, rework, unclear ownership and control weaknesses
• Develop and maintain SOPs, work instructions and quick-reference material in plain, usable language, held in one version-controlled repository
• Build deep working knowledge of HomeHub's job-management platform and connected systems, and act as the business subject matter expert for workflow, configuration, reporting data and improvement opportunities
• Use that system knowledge to understand and explain the data behind HomeHub's reporting, including how it is captured, where it is unreliable, and what it can and cannot be used to measure
• Deliver the reporting, process and documentation components of implementation plans, and prepare role-based user guidance to support successful adoption
• Use business data to identify and quantify improvement opportunities, measure whether intended outcomes are being delivered, and maintain a prioritised improvement backlog

Skills and Experience

• Advanced, current and hands-on Power BI capability is essential, across report and dashboard design, data modelling, Power Query, DAX, and publishing, refresh and workspace administration in the Power BI Service
• Proven ability to build, publish and troubleshoot Power BI reporting without additional training or supervision
• At least three years' recent, hands-on experience building and maintaining Power BI reporting relied on by business leaders, including taking over and improving reporting built by others
• Proven process and customer journey mapping capability using Visio, Lucidchart, Miro or equivalent tools
• Demonstrated experience mapping and improving end-to-end operational processes and writing practical SOPs or work instructions
• Advanced Excel and data reconciliation skills, with the ability to interpret customer and operational performance data
• Experience becoming productive quickly on job-management, workflow, CRM or comparable operational platforms
• Strong plain-English documentation skills across process maps, SOPs, work instructions and user guidance
• Great communication skills, both written and verbal, with the ability to work across frontline teams, subject matter experts and senior leaders
• SQL and experience with data warehouses or structured source systems is an advantage
• Insurance, claims, construction, trade services or another operationally complex customer environment is an advantage
• A relevant tertiary qualification is an advantage

Benefits:

• Competitive annual salary & above minimum Kiwisaver contributions
• Insurance discounts for Home, Contents and Vehicle
• Exclusive retailer & supplier discounts through BOOST
• Large variety of work on a day-to-day basis

Join AMI HomeHub and be part of a dynamic team committed to delivering exceptional insurance reinstatement services. If you are passionate about retail construction management, enjoy working with customers and a wide range of stakeholders, and want to make a positive impact on customers during challenging times, we encourage you to apply.