Business Analyst (Customer Experience Optimisation – Journey Mapping & Digital Process Improvement) – FreelanceWe 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.ResponsibilitiesConduct workshops and interviews with commercial, service, and operational teams to map “as-is” customer journeysIdentify key pain points, process inefficiencies, and improvement opportunities across touchpointsDesign “to-be” journeys aligned with business goals and customer expectationsTranslate insights into actionable functional requirements and user storiesDefine and monitor CX metrics tied to journey performanceSupport change management and ensure cross-functional alignmentProfile5+ years of experience as a Business Analyst, ideally with a focus on commercial or customer-facing processesExperience with customer journey mapping, service design, or CX frameworksEnglish-speaking (Dutch or French is a bonus)Additional DetailsSENIORITY: SeniorSTART DATE: August / September 2025 (or earlier if available)DURATION: 12 months (extension possible)CONTRACT: FreelanceLOCATION: Aalst region / Hybrid (2–3 days onsite per week)HOURS PER WEEK: 40LANGUAGES: English (Dutch or French a plus)