CRM and Contact Center Business Analyst

Who we are

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The opportunity

Join Worldline’s Sales & Customer Services Strategic Solutions team, which designs and implements omnichannel solutions to manage customer journeys and operational processes and workflows for Worldline sales and customer service teams.  

In this role, you will partner with business stakeholders and cross-functional teams - including product owners and engineers / developers -  to turn operational needs into effective omnichannel solutions. You’ll focus particularly on Worldline Salesforce and Genesys environments, helping improve CRM and contact-center workflows and exploring opportunities to deploy AI and automation. 

You’ll contribute throughout the delivery lifecycle: from understanding the problem and designing the solution to supporting testing, adoption, and measuring results.

Day-to-day responsibilities

• Work with stakeholders and end users to understand business needs, identify root causes, and help prioritize improvement opportunities.
• Analyse existing processes and map customer and agent journeys across contact-center interactions and CRM workflows.
• Design clear, scalable future-state processes that improve productivity, customer experience, and stakeholder satisfaction.
• Translate business objectives into functional requirements, process diagrams, and Agile user stories with clear acceptance criteria.
• Collaborate with product, engineering, and delivery teams to refine requirements, support sprint planning, and clarify business intent.
• Identify use cases for AI and automation, such as conversational bots and virtual agents, generative assistance, speech analytics, and predictive routing.
• Prepare UAT scenarios and test scripts with business users; coordinate testing, track defects, and verify that solutions meet requirements and reach the expected business value.
• Support user adoption through documentation, release notes, demos, and other change-enablement activities.
• Ensure proposed processes and solutions align with information security, GDPR, and access-management requirements.

Who are we looking for

• At least 5 years’ experience as a Business Analyst or Functional Consultant, ideally in payments, financial services, or a related regulated environment.
• Experience working in Agile or Scrum teams and delivering complex initiatives with multiple stakeholders.
• Strong skills in requirements analysis, process improvement, and writing clear functional specifications and user stories.
• Experience with process modelling, such as BPMN, and customer or user journey mapping.
• Experience planning or supervising UAT with operational business users.
• The ability to work effectively with both business stakeholders and technical teams.
• Strong communication, facilitation, presentation, and stakeholder-management skills.
• An analytical, user-focused, and outcome-oriented approach, with strong attention to details.
• Professional fluency in English, written and spoken.
• A bachelor’s degree in business, project management, or a related field, or equivalent practical experience.
• Nice to have
• Experience with CRM and/or contact center omnichannel platforms.
• Practical exposure to, or a good understanding of, AI and automation capabilities in CRM or contact-center environments.
• Additional European language skills. 

Perks & Benefits

• Private medical & life insurance 

• MyBenefit Platform 

• Holiday allowance 

• Public transportation allowance 

• Meal allowance 

• Annual bonus 

• Glasses/lenses reimbursement 

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own. 

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations). 

#LI-WS1