Job Title:
Business Analyst
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
As a Business Analyst, you will be part of our dynamic team in Eindhoven, collaborating closely with the Insights Lead, Head of Transformation, technology providers, and operational teams across Concentrix. In this role, you will drive innovation, lead test-and-learn initiatives, design customer journeys, and support continuous improvement in our digital transformation efforts.
Responsibilities:
Lead test-and-learn initiatives to validate new ideas and foster continuous improvement.
Conduct journey analyses to identify pain points and document end-to-end process maps.
Facilitate ideation sessions to co-create optimal customer and process journeys.
Collaborate with stakeholders to develop prototypes and minimum viable solutions.
Leverage data analytics to generate actionable insights for business decisions.
Produce and maintain high-quality documentation, including business requirements and project roadmaps.
Act as a liaison between business units to ensure clear communication and alignment.
Support project planning activities, including scope definition and resource allocation.
Monitor project progress and provide regular updates to stakeholders.
Identify opportunities to enhance processes and methodologies within the Centre of Excellence.
Utilize web analytics to identify and fix broken customer journeys.
Manage the Continuous Improvement initiative tracker and oversee its development.
Analyze customer feedback to outline tailored customer journey insights.
Collaborate with training and operations teams to develop deployment plans post-testing.
Oversee configuration and change management at both application and functional levels.
Qualifications:
Hands-on experience in transformation programs, particularly within contact center environments.
Strong data and analytical skills, with a focus on digital transformation, design thinking, process design, and re-engineering.
Proficiency in customer journey mapping, Six Sigma, process optimization, and continuous improvement methodologies.
Excellent oral and written communication skills, along with strong interpersonal and consultative abilities.
Detail-oriented with strong organizational skills and analytical thinking.
Location:
NLD Tilburg - Professor Cobbenhagelaan 99
Language Requirements:
Time Type:
Full time
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