Business Analyst

Quick Facts

• Role: Business Analyst (B2B)
• Focus: Complaint-handling process development and transformation

Description

You will support the team responsible for improving and transforming complaint-handling processes by combining business analysis, data work, and close collaboration with business and technology stakeholders. The role includes analyzing and optimizing processes, defining business requirements, preparing analytical documentation and user stories, and using operational/business data to identify trends and recommend improvements.

Responsibilities

• Analyze and optimize complaint-handling processes; identify areas for improvement
• Collaborate with business units and IT teams to define business requirements and design system solutions
• Prepare analytical documentation, user stories, and change-support materials
• Analyze operational and business data; detect trends, anomalies, and propose enhancements
• Organize and interpret data from multiple sources, including low-quality/heterogeneous data
• Act as a point of contact for selected business areas related to the complaints process
• Support testing, deployments, and activities related to launching new functionalities
• Co-create a knowledge base and process/system documentation

Requirements

• Minimum 4 years of experience as a Business Analyst
• Experience gathering, analyzing, and documenting business requirements
• Strong collaboration skills with both business and IT
• Advanced data analysis skills and fluency with Excel
• Ability to draw insights from unstructured data and work in a dynamic environment
• Well-developed analytical, communication, and organizational skills
• Knowledge of Excel, Jira, and Confluence
• Ability to translate business needs into concrete process and system solutions
• Independent, proactive, and problem-solving oriented
• Experience in complaints, customer service, operational processes, or the financial sector (preferred)

Benefits

• B2B contract
• Access to GIGLIKE benefits platform
• Hybrid work model (1 day per week in the office in Warsaw)
• Income loss insurance
• Hospital insurance
• Private medical care
• Sports packages
• Accounting services