Business Analyst (Process Improvement) – Full-time

For a customer in Brussels, I am looking for a Business Analyst with experience in Customer Journey process improvements and customer outreach management to join on a freelance basis.

You will be responsible for enhancing the KYC customer experience by driving the digitalization and optimization of customer interactions while ensuring compliance with regulatory

requirements. They are looking for a consultant to support the execution of their zero-touch data gathering and customer experience improvement initiatives.

The Zero-Touch Data Gathering project focuses on streamlining KYC processes by reducing direct customer requests and automating data validation. The Customer Experience project aims to minimize outreach and implement an incentive framework for improved interactions.

In this role, you will help implement and coordinate key actions within both projects, taking ownership of specific tasks and collaborating with stakeholders to ensure successful execution and optimization.

Responsibilities:

• Manage the end-to-end KYC customer interaction process, focusing on data gathering and client reviews with minimal customer impact.
• Lead the digital transformation of customer outreach processes by identifying opportunities for automation and streamlining interactions.
• Collaborate with tooling teams to provide requirements for digital and automated solutions and participate in end-user testing.
• Plan, structure, and execute customer outreach campaigns, ensuring they meet key performance indicators and client satisfaction goals.
• Measure and track customer satisfaction throughout the KYC journey, suggesting actions to continuously improve customer experiences.
• Oversee the implementation of quality checks to ensure that all customer interaction data meets required standards and regulatory compliance.

Profile:

• 5+ Years experience as a Business Analyst
• Experience in improving the customer journey
• Proven track record in process optimization and digital transformation initiatives.

Additional Details:

• Seniority: Senior
• Start Date: ASAP
• Duration: Long Term
• Contract: Full-time
• Location: Brussels
• Onsite Policy: Hybrid (with flexibility)
• Hours Per Week: 40
• Languages: English (French/Dutch is a plus)
• Interview Process: 1-2 stages