Business Analyst

Summary

The role focuses on leading the discovery process across Payment Services journeys to define and create gold standards based on insights from colleagues, customers, and market research.

Cooperation model: Hybrid (2 days office/ 3 days remote- Kraków)

Project language: English

Project length: 12 months+ extentions

Start: ASAP

Assignment type: B2B

Salary grids: 140-150 zł/h

Main Responsibilities

• Run discovery for priority GPS Ops journeys (interviews, workshops, shadowing, data/MI review).
• Conduct light-touch market external research to identify trends, benchmarks, and best practices relevant to operations/service journeys and inform standards and recommendations.
• Map current-state journeys/processes including exceptions and handoffs; identify pain points, rework, and control gaps.
• Create gold standards and align stakeholders/process owners for sign-off.
• Produce a prioritized improvement backlog (impact/effort/risk) with success metrics and measurement approach.
• Support adoption planning (enablement materials/ways of working) to embed standards.

Key Requirements

• Discovery experience in operations/service environments (financial services preferred).
• Journey/process mapping and strong facilitation skills.
• Ability to define practical standards (SOPs/standard work/service standards) that get adopted.
• Market research capability: able to assess survey quality, extract insights, and translate benchmarks into actionable standards.
• Evidence-led: comfortable using MI/quality data to validate issues and track outcomes.
• Strong stakeholder management across Ops, Risk/Controls, Change, and Technology.

Nice to Have

• Experience in customer journey mapping across different countries at varying maturity levels.
• Familiarity with managing client engagements in a global financial context.