Change & AI Analyst

Why Tyro? 

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers. 

It starts with You. 

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together!  We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time. 

🎥 Step inside life at Tyro here.

About the role

As a Change and AI Analyst, you’ll be instrumental in enhancing the way we serve our health customers through intelligent automation, smarter knowledge tools, and customer-led insights. You’ll work across platforms like Intercom and Salesforce to uplift our AI capabilities and ensure customer satisfaction (CSAT) remains front and centre. You’ll also drive change management initiatives specifically targeted at the Health business—working hand-in-hand with frontline teams to make complex change feel seamless.

What you'll do

• Lead initiatives to integrate and optimise AI in customer platforms (Intercom, Salesforce)

• Improve the quality and usability of customer-facing knowledge articles

• Analyse and action feedback from CSAT, NPS, and complaint channels

• Manage Health-specific change management projects, ensuring alignment across customer and internal teams

• Collaborate with product, sales, marketing, and support teams to ensure smooth implementation of service improvements

• Enable frontline teams through training and documentation related to change initiatives

What you'll bring

• Proven experience implementing or managing AI and automation in customer support environments (preferably Intercom and Salesforce)

• Familiarity with Intercom, Salesforce, and knowledge management best practices

• Strong analytical skills with a focus on turning customer feedback into service improvements

• Demonstrated ability to manage feedback from multiple channels and turn insights into actionable improvements

• Experience leading or supporting change management initiatives (ideally in the health, payments or tech sectors)

• Excellent communication skills and stakeholder engagement abilities

• Strong problem-solving skills and analytical mindset

Nice to have

• Experience in the Australian health industry or health tech

• Understanding of payments or practice management systems

• Exposure to SaaS platforms or fast-paced tech environments

• Familiarity with Intercom, Salesforce, Jira 

Why you’ll love working with us at Tyro Health

Be part of a passionate team driving positive change in the health sector, where you’ll have the opportunity to learn, grow, and thrive in a supportive environment — and bring your ideas to a company that values fresh thinking and initiative. Join Tyro Health, where innovation meets purpose, and help thousands of practices deliver better experiences for their patients.

What’s in it for you? 

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll also receive: 

• A mix of in-office and remote working 

• Learning and career development opportunities 

• 16 weeks paid primary carers leave 

• 12 weeks paid secondary carers leave 

• Annual team-based volunteer day 

• Birthday Leave  

• Power Up Day (Additional day of leave) 

• Weekly team social events, snacks, craft beer and wine, ping pong and video games 

• Taco Tuesdays 

• Mental health and wellness initiatives 

• Novated leasing 

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.

#LI-Hybrid