We are looking for a CX Business Analyst to support customer experience transformation by translating customer insights, segmentation outputs, and benchmarking into actionable business requirements.

You will play a key role in bridging customer experience strategy and operational execution, working across business, IT, and data teams to deliver short-term, measurable improvements in customer journeys.

This is a structured, hands-on role with strong exposure to journey mapping, stakeholder facilitation, and implementation delivery.

What are your responsibilities?

Customer Journey & Benchmarking

• Map current vs. target customer journeys linked to operational processes.
• Analyze communication flows and identify gaps in customer experience.
• Conduct benchmarking to identify improvement opportunities.
• Identify pain points and value levers across the journey.

Requirements & Translation

• Translate CX insights and segmentation outputs into:
• Functional requirements
• User stories and flows
• Implementation inputs for IT and digital teams
• Facilitate workshops to define target-state journeys.
• Define acceptance criteria from a customer experience perspective.

Segmentation & Data-Driven Insights

• Support segmentation execution with data teams.
• Translate segmentation into actionable customer groups.
• Identify quick wins for proactive communication and delivery improvements.

Delivery & Implementation

• Prepare solution workshops and support delivery planning.
• Provide clear and structured inputs for delivery teams.
• Test and validate delivered solutions before go-live.
• Contribute to roadmap definition and prioritization.

Who are we looking for?

2–3 years of experience in:

• Business Analysis
• Transformation projects
• Consulting or operational improvement

Experience in:

• Customer journey mapping
• Service design or CX initiatives
• Translating business needs into functional requirements
• Strong ability to structure complex problems and deliver clear outputs.

Experience working with cross-functional teams:

• IT
• Data
• Operations
• Customer-facing teams

• Familiarity with benchmarking and competitive analysis.
• Ability to leverage data insights and operational metrics.
• Strong facilitation, communication, and synthesis skills.



Offer

• Strategic role supporting customer experience transformation.
• Strong exposure to cross-functional teams (business, IT, data).
• Opportunity to work on customer journey improvements with direct impact.
• Full-time role within a structured transformation program.