Senior Business Analyst – Customer Journeys
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Job description
We are looking for an experienced Senior Business Analyst to support the design and improvement of digital client journeys within the banking and financial services sector.
The ideal candidate combines strong business and functional analysis expertise with a solid understanding of banking processes, digital customer journeys and IT delivery. The role focuses on designing new end-to-end digital client flows and improving the overall customer experience.
📍 Location: Brussels, Belgium (50% onsite / 50% remote)
💼 Experience: 6+ years
🗣️ Languages: Dutch, French and English
The mission
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Analyse, design and improve end-to-end digital client journeys.
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Gather, challenge and document business requirements and translate them into functional specifications.
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Model business processes and workflows, including AS-IS and TO-BE flows.
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Identify opportunities to improve customer experience and operational processes.
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Coordinate business stakeholders, IT teams and external partners.
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Support functional testing, UAT and validation of delivered solutions.
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Ensure alignment between business needs, technical solutions and customer expectations.
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Contribute to the development of new digital banking services and client flows.
Requirements
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6+ years of experience as a Business Analyst or Functional Analyst.
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Experience in banking or financial services.
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Proven experience designing or improving digital customer journeys and end-to-end processes.
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Strong skills in requirements management and conceptual/process modelling.
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Good understanding of IT environments, testing and functional analysis.
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Experience with stakeholder management and cross-functional collaboration.
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Good knowledge of MS Office.
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Strong analytical, communication and problem-solving skills.
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Fluent in Dutch, French and English, both written and spoken.
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