Business Analyst (Customer Experience Optimisation – Journey Mapping & Digital Process Improvement) – Freelance
We are seeking a Business Analyst to support a customer in the industrial food production sector near Aalst for a long-term freelance mission. They are looking to redesign their customer experience, aimed at improving end-to-end commercial and service processes across B2B sales, distribution, and after-sales operations.
The objective of the program is to map and redesign current customer journeys and drive efficiency through digital tools and cross-departmental collaboration.
The Business Analyst will work closely with sales, marketing, customer service, logistics, and IT teams to gather business requirements, define improved processes, and help steer implementation across multiple touchpoints.
Responsibilities
* Conduct workshops and interviews with commercial, service, and operational teams to map “as-is” customer journeys
* Identify key pain points, process inefficiencies, and improvement opportunities across touchpoints
* Design “to-be” journeys aligned with business goals and customer expectations
* Translate insights into actionable functional requirements and user stories
* Define and monitor CX metrics tied to journey performance
* Support change management and ensure cross-functional alignment
Profile
* 5+ years of experience as a Business Analyst, ideally with a focus on commercial or customer-facing processes
* Experience with customer journey mapping, service design, or CX frameworks
* English-speaking (Dutch or French is a bonus)
Additional Details
SENIORITY: Senior
START DATE: August / September 2025 (or earlier if available)
DURATION: 12 months (extension possible)
CONTRACT: Freelance
LOCATION: Aalst region / Hybrid (2–3 days onsite per week)
HOURS PER WEEK: 40
LANGUAGES: English (Dutch or French a plus)