Senior Business Analyst

Job Title: Business Analyst – Self-care Mobile Application

Job Location: Luxembourg

Type of hiring: Permanent

Must-have (all required):

• 3+ years as Business Analyst (not PO/PM/QA/Dev).
• Experience with B2C digital products (mobile or web).
• Strong requirements gathering: user stories, acceptance criteria, functional specs.
• Worked in agile/hybrid delivery with in-house dev teams.
• Comfortable in multicultural, multilingual environments (French and English mandatory /LU is a plus).
• Telecom exposure (subscriptions, tariffs, usage, billing, add-ons).
• EAA/accessibility awareness for digital products.
• High-level understanding of APIs/data models (no design ownership).
• GDPR familiarity in product features/analytics.

Role Positioning

• This is a pure Business Analyst role.
• The position does not own product vision or prioritization but supports it through structured analysis, requirement definition, and delivery support. Product ownership remains outside this role.

Context:

• The Business Analyst supports the evolution of a B2C self-care mobile application for POST Telecom. Development is performed in-house by a mixed, multicultural team, operating in French and English, while the end customer base is predominantly French/Luxembourgish-speaking.
• The application currently focuses on core self-care capabilities, with potential expansion toward engagement or marketing features in future phases.

Key Responsibilities

Business & Functional Analysis

• Gather, analyze, and formalize business requirements for the self-care mobile app.
• Translate business needs into clear functional specifications, user stories, and acceptance criteria.
• Ensure requirements are unambiguous, testable, and aligned with telecom constraints.
• Maintain functional documentation & support the Change Requests with background and business analysis throughout the delivery lifecycle.

Customer Journeys (Self-Care Focus)

• Analyze and optimize core self-care journeys:
• Account and subscription management
• Usage and balance visibility
• Billing and invoices
• Payments and payment history
• Support entry points
• Validate edge cases, error handling, and fallback scenarios.
• Ensure consistency between mobile app behavior and backend systems.

Stakeholder Interaction

• Act as a functional interface between:
• Business stakeholders (Customer Care, Marketing, Finance)
• In-house development teams
• Facilitate requirement workshops and refinement sessions.
• Operate effectively in a FR/EN/LU working environment, ensuring business intent is correctly understood and implemented.

Delivery Support

• Support agile delivery activities (refinement, sprint clarification, integration tests and UAT preparation).
• Answer (navigate through stakeholders to find answer) functional and integration questions during development and testing.
• Validate delivered features against requirements and expected customer behavior.

Data & Compliance

• Ensure functional requirements comply with GDPR principles (data minimization, consent, transparency).
• Define functional needs for customer-visible data and basic KPIs (self-care adoption, feature usage).
• Support analytics needs at a functional level (no technical ownership).

Technical Boundary of the Role

• Primarily functional (≈80%)
• Limited interaction with APIs or data models:
• High-level understanding
• No responsibility for technical design or integration architecture
• Focus on what and why, not how

Required Skills & Experience

• 3+ years experience as a Business Analyst.
• Experience with B2C digital products (mobile or web).
• Prior exposure to telecom environments is an advantage.
• Prior exposure to EAA is seen as advantageous