Transversal Business Analyst
il y a 21 heures
Business Analyst - Banking Sector (Program Support)
join a leading digital banking institution driving innovation in customer experience and data-driven transformation. Our client is seeking a Transversal Business Analyst to support a large-scale program focused on customer journey optimization, KPI management, and operational excellence across multiple business domains.
**Location**: Brussels, Belgium
**️ Start Date**: ASAP
**️ Languages**: French required, English/Dutch is a plus
**Contract Type**: Full-time
**Responsibilities**:
- Conduct business analysis and organize workshops on key topics such as customer journey optimization, KPI definition, monitoring, and reporting.
- Write User Stories, maintain the Agile backlog, and collaborate with cross-functional teams to refine requirements.
- Support the Program Manager by preparing SteerCo presentations and contributing to program governance materials.
- Track project progress, ensuring deliverables align with business objectives and program timelines.
- Contribute to process design and continuous improvement initiatives across customer-facing systems.
**Requirements**:
- Proven experience facilitating workshops and engaging stakeholders across business and IT.
- Strong background in process design, business process mapping, and customer journey analysis.
- Solid understanding of the banking industry and service center operations (case management, routing engines, knowledge bases, customer 360 views, interaction history).
- Familiarity with CCaS and CRM platforms.
- Hands-on experience with Agile ways of working
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