Business Analyst

Business Analyst - Digital CX

In this role, you will collaborate closely with stakeholders across departments (product, design, engineering, architects, and project managers) to understand customer journeys, analyze data, and define requirements.

You will be instrumental in ensuring digital solutions deliver exceptional value.

Responsibilities

• Requirements Gathering: Partner with product managers, designers, and engineers to gather, analyze, and document customer requirements and user stories for digital CX projects.
• Data Analysis: Leverage data analytics tools to analyze user behavior data, identify pain points and opportunities, and translate insights into actionable requirements.
• Process Improvement: Evaluate existing touchpoints and recommend enhancements to streamline user journeys and optimize the overall customer experience.
• Solution Definition: Collaborate with cross-functional teams to define user personas, user flows, and functional specifications for digital solutions.
• Project Management: Assist with project management tasks, meeting project timelines and deliverables.
• Stakeholder Communication: Act as a bridge between technical and non-technical teams, clearly communicating project goals, requirements, and progress.
• Documentation: Develop and maintain user stories, technical documentation, and other project artifacts.
• Compliance: Ensure all digital solutions comply with relevant industry regulations and accessibility standards.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, or a related field.
• Minimum 5 years of experience as a Business Analyst, preferably in a digital or technology environment.
• Strong understanding of user-centered design principles and methodologies.
• Experience with user experience (UX) research methods, including surveys, interviews, and usability testing.
• Proficiency in data analysis tools (e.g., Excel, Google Analytics) and familiarity with data visualization tools (e.g., Tableau, Power BI) is a plus.
• Experience in Aviation, Travel or Logistics sectors preferred.