Customer Experience Business Analyst

Orange; Brussel; Sur place; EUR 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Company car or mobility budget

Homeworking allowance

Net allowance

Performance bonus

Meal vouchers

Résumé du poste

Orange is seeking a CX Business Analyst in Brussels to translate business needs into detailed, actionable specifications for customer-centric IT solutions. You’ll ensure requirements are captured accurately and aligned with product and CX teams, driving transformation and continuous improvement in operations and customer satisfaction.

You will collaborate with Product Owners, developers, UX/UI designers, and stakeholders to ensure feasible solutions, while validating test strategies and

Qualifications

• Several years of experience as a Business Analyst.
• Strong knowledge of Agile methodologies and hands-on experience with JIRA and Confluence.
• Ability to translate complex business needs into clear, actionable input for technical teams.
• Stakeholder management and cross-functional collaboration skills.
• Experience in functional test validation, execution, and reporting.

Responsabilités

• Gather and clarify business needs for standard projects.
• Translate macro customer journeys and process inputs into detailed Use Cases and Business Rules.
• Collect and organize business deliverables, such as mock-ups, content, communications, and translations, ensuring consistency across inputs.
• Produce clear, comprehensive documentation for IT teams and define testable acceptance criteria.
• Coordinate with Product Owners, developers, UX/UI designers, and stakeholders to ensure alignment and feasibility.

Connaissances

Business Analysis

Stakeholder management

Communication

Agile methodologies

Requirements gathering

Outils

JIRA

Confluence

Description du poste

As a CX Business Analyst, you will be responsible for translating business needs into clear, actionable deliverables that support the design of efficient, customer-centric IT solutions. You will ensure that business requirements are accurately captured and translated into functional specifications, working closely with business teams, IT stakeholders, and customer experience teams to ensure alignment.

This role is pivotal in driving transformation and supporting continuous improvement in both operational processes and customer satisfaction.

Main responsibilities:

• Gather and clarify business needs for standard projects.
• Translate macro customer journeys and process inputs into detailed Use Cases and Business Rules.
• Collect and organize business deliverables, such as mock-ups, content, communications, and translations, ensuring consistency across inputs.

Documentation & Functional Deliverables

• Produce clear, comprehensive, and structured documentation to be delivered to IT teams.
• Define testable acceptance criteria to validate solution quality.
• Ensure that all requirements support a smooth and consistent experience for both the end customer and internal users.

Stakeholder Coordination & Alignment

• Collaborate with Product Owners, developers, UX/UI designers, and business stakeholders to ensure functional alignment and technical feasibility.
• Coordinate closely with the Customer Journey & Process Analyst (meso level) to ensure consistency between business rules and processes.
• Adjust business rules in response to technical constraints, while preserving the customer experience.

Solution Validation & Testing Support

• Review and validate test strategies and test cases to ensure full coverage of business requirements.
• Oversee and validate user acceptance testing, including participation in end-to-end validation sessions.
• Monitor the deployment and post-launch performance to identify bugs or gaps in functional coverage.
• Identify and escal jon project risks or blockers to project managers in a timely and constructive manner.
• Ensure smooth communication between all project stakeholders to avoid ambiguity and misalignment.

Your profile:

• Several years of experience as a Business Analyst
• Knowledge of Agile methodologies and hands-on experience with tools such as JIRA, and Confluence
• Ability to translate complex business needs into clear, actionable input for technical teams
• Stakeholder management and cross-functional collaboration skills
• Experience in functional test validation, execution, and reporting
• Customer experience mindset: ability to integrate customer expectations, journey fluidity and CX impacts into the analysis and recommendations
• Confident and clear communication, ability to explain technical topics to non-technical stakeholders
• Structured and solution-oriented mindset
• Proficient in English, and French and/or Dutch

What we offer:

You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.