Business Analyst

October 8, 2026

Remote

Senior

Warsaw

Worth knowing

English is required

Description

Worldline is hiring a Business Analyst for its Sales & Customer Services Strategic Solutions team. The role focuses on designing and implementing omnichannel solutions around the Salesforce and Genesys environments to improve CRM and contact-center workflows. The analyst partners with business stakeholders, product owners and engineers across the full delivery lifecycle, from discovery and solution design to UAT, adoption and measuring results, including AI and automation opportunities.

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
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

Requirements

At least 5 years of 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
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

Conditions

Private medical and life insurance
MyBenefit Platform
Holiday allowance
Public transportation allowance
Meal allowance
Annual bonus
Glasses and lenses reimbursement

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