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Business Analyst - Customer Service Automation (Business Banking)
ICT
💰 Salary Not shared
📊 Market 3,000 EUR–4,500 EUR/mo (36,000 EUR–54,000 EUR/yr)
About the Company
Welcome to DKB Code Factory, a place to stay yourself and stay curious.
About the Role
Join DKB Code Factory as a Senior Business Analyst that will translate Business Banking Customer Service challenges into clear, testable, implementation-ready requirements and process models that enable PEGA-based automation. You'll partner closely with Product, Engineering, Architects and frontline Customer Service workers to deliver measurable improvements in operational efficiency, reduce delivery ambiguity, and scale reusable analysis artefacts across the product area.
Responsibilities
- ● Lead end-to-end functional analysis for Customer Service automation initiatives: produce As-Is/To-Be process models, user stories, functional specifications and testable acceptance criteria.
- ● Own backlog readiness for priority initiatives: deliver implementation-ready user stories and artefacts that support predictable sprint delivery.
- ● Identify automation opportunities and produce reusable process and decision models to accelerate future delivery.
- ● Embed traceability and validation routines across refinement and delivery rituals to reduce post-development clarifications and UAT defects.
- ● Collaborate with Product Owners, Engineers and Architects to surface technical constraints, trade-offs and ensure feasible designs on PEGA or equivalent workflow platforms.
- ● Build trusted relationships with frontline Customer Service workers to validate requirements, gather operational insight, and improve solution fit.
- ● Drive continuous improvement of BA standards, templates and practices; promote adoption across teams.
Requirements
- ● 3-7+ years of experience in Business Analysis, Requirements Engineering, Process Analysis or a similar role within Agile product teams.
- ● Proven track record writing clear user stories, functional specifications, and acceptance criteria.
- ● Strong experience in business process analysis and modelling (BPMN preferred).
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