Job Title

Business Analyst – Self-care Mobile Application

French language Mandatory

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

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.