Customer Experience Business Analyst
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Main responsibilities:
Requirements Gathering & Analysis
- Gather and clarify business needs for standard projects.
- Translate macro customer journeys and process inputs into detailed Use Cases and Business Rules.
- Collect and organize business deliverables, such as mock-ups, content, communications, and translations, ensuring consistency across inputs.
Documentation & Functional Deliverables
- Produce clear, comprehensive, and structured documentation to be delivered to IT teams.
- Define testable acceptance criteria to validate solution quality.
- Ensure that all requirements support a smooth and consistent experience for both the end customer and internal users.
Stakeholder Coordination & Alignment
- Collaborate with Product Owners, developers, UX/UI designers, and business stakeholders to ensure functional alignment and technical feasibility.
- Coordinate closely with the Customer Journey & Process Analyst (meso level) to ensure consistency between business rules and processes.
- Adjust business rules in response to technical constraints, while preserving the customer experience.
Solution Validation & Testing Support
- Review and validate test strategies and test cases to ensure full coverage of business requirements.
- Oversee and validate user acceptance testing, including participation in end-to-end validation sessions.
- Monitor the deployment and post-launch performance to identify bugs or gaps in functional coverage.
- Identify and elevate project risks or blockers to project managers in a timely and constructive manner.
- Ensure smooth communication between all project stakeholders to avoid ambiguity and misalignment.
Your profile:
- Several years of experience as a Business Analyst
- Knowledge of Agile methodologies and hands‑on experience with tools such as JIRA, and Confluence
- Ability to translate complex business needs into clear, actionable input for technical teams
- Stakeholder management and cross‑functional collaboration skills
- Experience in functional test validation, execution, and reporting
- Customer experience mindset: ability to integrate customer expectations, journey fluidity and CX impacts into the analysis and recommendations
- Confident and clear communication, ability toexplain technical topics to non-technical stakeholders
- Structured and solution-oriented mindset
- Proficient in English, and French and/or Dutch
What we offer:
You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.
- market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers
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