Business Analyst [Customer Service]

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

The Customer Hub Vision is to Lead the end-to-end Customer Lifecycle Management in all direct and indirect markets of HEINEKEN, enabling our new eazle Ecosystem with the right Customer Data across digital touchpoints.

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

Our dream at HEINEKEN is to help our customers grow their businesses by serving them better, faster, and smarter with digital solutions. The last few years have seen a significant increase in the importance of digital in the Commerce space at Heineken. HEINEKEN’s digital solutions are a vital component in protecting and growing the company's revenue. To ensure that this trend is supported the Commerce DevOps Hub has been established. This newly created organization, being an integral part of the Global Digital & Technology Function, is tasked with engineering the software which powers e-Commerce. The Commerce DevOps Hub location is in Kraków, Poland.

As a Business Analyst for Customer Service, you will play a key role in building an e-commerce platform tailored for Customer Service and Call Center, transforming business needs into actionable solutions that enhance efficiency and user experience. Your primary focus will be on collaborating with stakeholders, including Product Owners, Developers, and Tech Leads, and the project team to gather, analyze, and prioritize requirements. You will own the translation of business requirements into deliverables such as user stories, epics, and prototypes, ensuring clarity and value. Additionally, you will facilitate effective communication across cross-functional teams while maintaining the consistency and quality of solutions. Your role includes identifying opportunities for process and technology improvements and actively contributing to the Business Analyst community. Leveraging your knowledge of Commerce business processes and e-commerce functionalities, you will thrive in a dynamic, multicultural, and agile environment.

Your responsibilities would include:

• collaborating with the Product Owner, Product Team and Stakeholders: gathering, analysing, prioritising, and documenting requirements.
• translating business needs into units of work: Defining and owning the value definition of Stories and translating stakeholders’ business needs into deliverable units of work: product backlogs, epics, features, US, POC, and use cases. Completing the user stories with Acceptance Criteria. Building business processes and documentation.
• close collaboration with the Chapter Lead BA
• facilitating multi-directional communication and collaboration: Ensuring clear communication and collaboration across Stakeholders and Product Teams (Product Owners, Developers, DevOps, Tech Leads, Architects, Key Users, and Partners)
• managing technical debt and maintaining the consistency and quality of the overall solution
• assisting/providing in testing and quality assurance processes
• keeping up with industry trends and architecture best practices and evaluating their applicability and adhering to HEINEKEN standards and best practices: (i.e., Quality, Compliance)
• identifying process and technology improvement opportunities with direct business impact
• analyzing and optimizing business processes to ensure efficiency and effectiveness
• seeking and implementing best practices, developing skills within the teams, and being an active member of the BA community within the organization
• demonstrating respect and adaptability to the uniqueness of others while working in a multicultural environment.

You are a good match if you:

• at least 5 years of relevant (global) experience in a similar position
• a university degree in economics, management, computer science, or data analytics
• experience defining requirements and deploying Commerce IT solutions across multiple markets, in the e-commerce area
• experience in full product lifecycle, from ideation to launch, plus expertise in optimizing existing products for business value
• experience in stakeholder management. · Experience in User Acceptance Testing (UAT) and System Integration Testing (SIT)
• experience with Agile Scrum way of working. · Proven ability to manage and thrive in complex, multi-threaded projects requiring high coordination and adaptability
• qbility to work from the HEINEKEN office in Krakow at least 5 days per month
• good knowledge of Commerce business processes and functionalities in the Commerce area (e.g., e-commerce B2B, Customer Service + Call Center, complaints management, etc.), including daily Customer Service operations with a user experience-focused approach
• understanding of the software development life cycle and agile methodology
• relevant knowledge of integration technologies (APIs, Dell Boomi, Solace, etc.)
• good knowledge of MySQL or another database and querying language
• familiarity with at least one major platform: MS Dynamics 365 and Call Centre
• skills: strong proactivity and problem-solving skills, excellent communication and collaboration abilities, excellent facilitation, presentation, and analytical skills.

Good to know:

• Cloud Platforms: MS Dynamics 365 or a similar platform
• Call Center (Genesys Cloud CX or a similar)
• Headless CMS (Content Management System)
• Databases and Query Languages
• Integration Technologies: APIs, Graph QL
• Project Management Tools: Jira, Azure DevOps
• Frameworks/Methodologies: Agile Scrum

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.