Position Context

As part of an ambitious digital transformation initiative, we are seeking a Senior Business Analyst to join our client’s team, a leading player in the banking industry. You will focus on evaluating and enhancing the customer journey across their web platform, ensuring a seamless, intuitive, and high-value user experience.

Key Responsibilities

• Analyze end-to-end customer journeys to identify friction points and propose data-driven improvements.
• Conduct interviews, quantitative studies, and usability assessments to better understand customer behavior and expectations.
• Facilitate discussions within the team, challenge ideas constructively, and help drive prioritization of initiatives.
• Optimize digital processes with a strong customer-centric mindset to maximize both user satisfaction and business impact.
• Define product, service, and process strategies while ensuring alignment with compliance, risk, and regulatory requirements.
• Maintain deep knowledge of customer processes, product performance, and market trends to guide continuous improvement.
• Support the resolution of incidents and customer complaints when needed, ensuring insights are captured for future enhancements.
• Contribute to the development of new tools, monitoring standards, and methodologies to elevate the digital experience.
• Engage with stakeholders across the organization and manage expectations effectively.

Desired Profile

• Strong ability to manage diverse stakeholders with varying priorities.
• Curiosity and commitment to mastering end-to-end customer and product processes.
• Strong analytical and critical-thinking skills; able to extract key insights and validate assumptions using data.
• Solid understanding of banking operations and digital user journeys.
• Visionary mindset with the capability to propose and implement innovative solutions.
• Experience working within Agile frameworks and contributing to collaborative team environments.
• Bachelor’s or Master’s degree.
• Demonstrated experience in managing or contributing to complex projects.
• Knowledge of payments products or processes.
• Fluency in English and French is a must.

What We Offer

• A permanent contract with a compensation package aligned with your background and expertise.
• Personalized support and regular follow-up meetings (at least quarterly) to discuss your goals and career development.
• A collaborative and supportive environment, encouraging continuous learning and collective success.
• Ongoing training programs tailored to your needs.
• Autonomy in your role and room to grow within a company driven by Excellence, Transparency, and Agility.