Transformation Consultant

MUFG Corporate Markets is seeking a Transformation Consultant to join the AI, Data and Transformation team, driving practical, hands-on transformation across the Australian business. 

This role sits at the intersection of business analysis, service design, and hands-on delivery. You will work directly with teams to understand how work is done, redesign it, and embed better ways of working in practice — not just recommend them. 

Location 

Sydney, CBD 
 

About the Role 

You will translate strategic transformation priorities into practical initiatives that improve operational performance, enhance customer outcomes, and create scalable ways of working. 

You will apply service design principles to redesign end-to-end customer and operational journeys, ensuring solutions are user-centred, efficient, and workable in practice. This includes translating customer, user, and operational needs into tangible improvements across processes, systems, and teams. 

Success in this role is defined by what actually changes on the ground — reduced effort, improved service, and measurable results. 

Key Responsibilities 

Service Design & Customer-Centred Thinking 

• Map and analyse end-to-end processes and customer journeys across channels, systems and teams, identifying pain points and opportunities for improvement  
• Apply service design, design thinking and lean (build–measure–learn) principles to redesign workflows and services  
• Translate customer, user and operational needs into practical improvements across people, process and technology  
• Design simpler, more efficient ways of working, balancing customer experience, operational efficiency and risk/compliance requirements  
• Identify and improve interactions across touchpoints to enable more seamless and consistent service delivery  
• Use AI and digital tools to support process analysis, documentation, requirements development, and contribute to AI-enabled and agentic workflows  
• Proactively identify inefficiencies, streamline work, and take ownership of implementing hands-on improvements  
• Support the business to ensure solutions are effectively embedded into BAU, including adoption, ownership and benefit realisation  

Project Delivery 

• Lead transformation initiatives end-to-end, from discovery through to implementation and operational handover  
• Translate service design outputs (e.g. journey maps, service models) into clear requirements, delivery plans, and operational processes  
• Facilitate workshops to define problems, gather requirements, and align stakeholders on outcomes  
• Maintain structured delivery discipline, including planning, timelines, milestones, risks, and dependencies  
• Proactively identify and resolve delivery challenges by getting into the detail of processes, systems, and workflows  
• Ensure clear stakeholder alignment and communication throughout delivery to maintain momentum and focus on outcomes 
• Track and validate measurable outcomes in practice (efficiency gains, effort reduction, service improvement) 

Governance & Sustainable Change 

• Establish reporting frameworks and performance dashboards to track operational outcomes. 
• Build structures that enable teams to own their processes, metrics and improvement cycles. 
• Support the transition from transformation program governance into operational governance. 
• Work closely with risk and compliance teams to ensure solutions align with regulatory and operational requirements. 
   

What We're Looking For 

We are looking for a practical, delivery-focused transformation professional who enjoys improving how work gets done. 

Key experience includes: 

• Experience in business transformation, operational improvement, business analysis or project delivery. 
• Ability to analyse complex processes and identify opportunities to improve efficiency and service outcomes. 
• Experience working within large or complex organisations, ideally within financial services or similarly regulated industries. 
• Strong stakeholder engagement skills with the confidence to challenge existing ways of working constructively. 
• Experience documenting business processes, operational procedures and requirements. 

You will also bring: 

• A tech-savvy mindset, with experience in using AI and digital tools to improve the way work gets done. 
• The initiative to identify inefficiencies and implement practical improvements. 
• Strong analytical thinking and attention to detail. 
• A proactive, self-starting work style with the ability to operate autonomously. 
• Experience improving customer or user journeys, not just internal processes  
• Ability to think beyond processes to design end-to-end services across people, process and technology 
   

Why Join MUFG Corporate Markets 

This role offers the opportunity to be directly involved in shaping the future operating model of the organisation. 

You will gain exposure to enterprise transformation initiatives focused on AI, automation and digitisation, while working closely with leaders across the business to deliver tangible improvements. 

We offer a collaborative environment where individuals are empowered to challenge the status quo, introduce smarter ways of working, and make a measurable impact. 
 
If you are someone who enjoys reimagining how work gets done and turning ideas into practical outcomes, we would love to hear from you.