Lead Business Analyst - Digital Customer Experience

About the role

As the Lead Business Analyst for Digital Customer Experience, you will own the design and optimisation of our consumer self‑service portal, shaping how millions of users interact with subscription services across all channels. You will bridge business logic and digital interfaces to deliver seamless, automated, and omnichannel experiences.

Key responsibilities

• Conduct in‑depth analysis of business requirements for the self‑service portal and related integration services.
• Collaborate with stakeholders to define functional specifications, user stories, and subscription lifecycle actions.
• Design end‑to‑end workflows, use cases, process flows, and data models for omnichannel integrations.
• Provide detailed system documentation and ensure alignment with business objectives and technical constraints.
• Work closely with development teams to implement functional requirements, offering guidance throughout the development lifecycle.
• Lead testing, validation, and continuous improvement initiatives based on quantitative and qualitative data.

Required profile

• Proven experience as a Business Analyst, preferably in digital or media environments.
• Strong ability to translate complex business needs into clear functional requirements and user stories.
• Experience designing and documenting workflows, process flows, and data models for omnichannel solutions.
• Excellent collaboration skills to act as a bridge between product owners, engineering, and business stakeholders.

Required skills