Customer Interaction Business Analyst - Retail Chain Renewal

• Help build a future-proof customer interaction system that helps our employees serve customers optimally.
• Translate complex issues into smart, user-friendly solutions and make a direct impact on the customer interaction of millions of customers.
• Work flexibly, with opportunities to work from home and a salary up to € 7,764 gross per month including secondary benefits.

As a Customer Interaction Business Analyst, you play an important role in the development and improvement of our CRM system KIS (Customer Interaction System). You analyze complex issues and translate the needs of customers, employees, and stakeholders into concrete solutions. In doing so, you connect processes, data, and IT, so that changes not only work technically but also actually add value to our customer service.

You look beyond KIS alone. You understand how the system relates to other customer channels, work processes, and applications within the customer interaction chain. You map out the impact of changes and ensure that solutions align with the daily practice of our employees and the expectations of our customers.

In this role, you work independently on complex issues at operational and tactical levels. You ask critical questions, bring different interests together, and help stakeholders make well-considered choices. You facilitate workshops, work out requirements and user stories, and support the Product Owner in determining priorities.

You also remain involved during implementation. You support acceptance, collect user feedback, and contribute to a careful rollout of improvements. In this way, you help KIS further develop into a user-friendly and future-proof foundation for customer interaction.

• Business analysis and requirements: You analyze complex issues and translate customer, business, and information needs, laws and regulations, and market developments into clear, consistent, and testable requirements and user stories.
• Process and system improvement: You map out processes, customer journeys, data flows, and the connection between KIS and linked systems. Based on this, you identify bottlenecks and make proposals for improvement.
• Impact analyses: You investigate what changes mean for employees, work processes, systems, data, and the organization, and make the consequences transparent for involved stakeholders.
• Stakeholder management: You organize and guide workshops, interviews, and analysis sessions. In doing so, you bring different perspectives together and translate insights into concrete solution directions.
• Support for the Product Owner: You help with drafting, managing, and prioritizing requirements and user stories and support backlog refinement and decision-making.
• Implementation and acceptance: You monitor the alignment between requirements, acceptance criteria, and test scenarios. You guide implementations, support users, and translate feedback into further improvements.
• Continuous improvement: You identify opportunities to structurally improve data quality, usability, and process support.

These are your responsibilities