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.
Apply a data-driven approach to extract actionable insights and guide decision-making.
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
Apply today and play a key role in shaping the future of digital banking excellence.