Transversal Business Analyst

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.