WESTPOLE - Business Analyst

We are searching for a Business Analyst / Customer Journey Expert. The context Your mission is to design, develop, manage, harmonize and phase out commercial products, services, channel formulas and processes in the scope of the Squad. Activities Contribute actively to all events of the Agile Way of Working by asking, answering and challenging.

You act as a moderator and enhance the way of working structurally.

You ensure that priorities are made. Participate in the Squad and Chapter meetings and in the standard Kanban events for the Squad Stand up meetings, replenishments, and retrospectives. Undertake data analyses and interviews and introduce measuring instruments to understand how to improve the customer journey.

You ensure all suggestions for improvements and solutions are validated by data. Optimize processes in a customer friendly way to maximize customer and business value. Deliver the customer journey strategy, manage the stakeholders, formulate the product / service-, process-, and channel policy in line with external regulations, risk and compliance policies. Truly understand your products, services and customer processes end-to-end and you keep this knowledge up to date. Have deep understanding of the customer journey by monitoring customer satisfaction, availability, costs / revenue and process quality. Can be involved in resolving customer complaints & incidents. By applying your expertise, develop new techniques, new monitoring standards, new products & process and improve current ones. Apply expert distribution knowledge to develop new and improve current distribution practices that set market standards. Could be external speaker and contribute to industry knowledge. Your profile Ability to manage a very diverse set of stakeholders with very different priorities. Being curious, invest time to master your end-to-end product processes and stay up to date on markets trends, risks and product information. Knowing what is going on with the customer, put themselves in customers' shoes, assess and anticipate the wishes and needs of the customers. Having strong analytical & judgement skills to recognize key information, identify problem, establish connections and validate before acting. Having deep knowledge of the customer's business and banking processes and integrate acquired knowledge into performance of tasks. Ability to take initiatives to improve products, processes and channel policies - ensure that creative ideas are implemented. Supporting the Agile organization & to perform as a team, trust and encourage each other and give feedback to promote continuous improvement & team development. Experience Master' or Bachelor' degree, with at least 3 years of experience in similar job or function in relation to Business clients. Specific knowledge of Business client's environment will be considered as an asset. Fluent in English Apply with your CV via the button below!