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.

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

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 (https://commission.europa.eu/strategy-and-policy/policies/justice-and-fundamental-rights/disability/european-accessibility-act-eaa_en)

Functional Skills

• Strong requirements engineering, requirements clarifications and documentation skills.
• Ability to structure complex business needs into clear functional artifacts.
• Comfort working with evolving requirements in a <1 mil customers operator context.

Telecom Knowledge (Advantage)

• Understanding of subscriptions, tariffs, usage, billing, and add-ons.
• Awareness of real-time vs. batch data implications (conceptual).

Ways of Working

• Experience in agile or hybrid delivery models.
• Ability to work effectively with in-house development teams.
• Comfortable in multicultural, multilingual environments (FR/EN/LU).

Key Success Factors

• Delivering clear, pragmatic requirements that reduce delivery friction.
• Simplifying telecom complexity for customer-facing use cases.
• Ensuring functional consistency across journeys and systems.
• Supporting delivery without expanding into product ownership or technical design.