Customer Experience Business Analyst

Publication date : Oct 26, 2026, 12:00AM

As a CX Business Analyst, you will be responsible for translating business needs into clear, actionable deliverables that support the design of efficient, customer-centric IT solutions. You will ensure that business requirements are accurately captured and translated into functional specifications, working closely with business teams, IT stakeholders, and customer experience teams to ensure alignment.

This role is pivotal in driving transformation and supporting continuous improvement in both operational processes and customer satisfaction.

Main responsibilities:

Requirements Gathering & Analysis

• Gather and clarify business needs for standard projects.
• Translate macro customer journeys and process inputs into detailed Use Cases and Business Rules.
• Collect and organize business deliverables, such as mock-ups, content, communications, and translations, ensuring consistency across inputs.

Documentation & Functional Deliverables

• Produce clear, comprehensive, and structured documentation to be delivered to IT teams.
• Define testable acceptance criteria to validate solution quality.
• Ensure that all requirements support a smooth and consistent experience for both the end customer and internal users.

Stakeholder Coordination & Alignment

• Collaborate with Product Owners, developers, UX/UI designers, and business stakeholders to ensure functional alignment and technical feasibility.
• Coordinate closely with the Customer Journey & Process Analyst (meso level) to ensure consistency between business rules and processes.
• Adjust business rules in response to technical constraints, while preserving the customer experience.

Solution Validation & Testing Support

• Review and validate test strategies and test cases to ensure full coverage of business requirements.
• Oversee and validate user acceptance testing, including participation in end-to-end validation sessions.
• Monitor the deployment and post-launch performance to identify bugs or gaps in functional coverage.

Issue Management & Continuous Alignment

• Identify and escalate project risks or blockers to project managers in a timely and constructive manner.
• Ensure smooth communication between all project stakeholders to avoid ambiguity and misalignment.

Your profile:

• Several years of experience as a Business Analyst
• Knowledge of Agile methodologies and hands-on experience with tools such as JIRA, and Confluence
• Ability to translate complex business needs into clear, actionable input for technical teams
• Stakeholder management and cross-functional collaboration skills
• Experience in functional test validation, execution, and reporting
• Customer experience mindset: ability to integrate customer expectations, journey fluidity and CX impacts into the analysis and recommendations
• Confident and clear communication, ability toexplain technical topics to non-technical stakeholders​
• Structured and solution-oriented mindset
• Proficient in English, and French and/or Dutch

What we offer:

You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.

Inspired? Please submit your CV and we will get back to you to discuss the next steps.

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.