Business Analyst

SUMMARY:
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POSITION INFO:
Our client is seeking a strategic, customer-focused, process-oriented leader to own and evolve, their global digital customer experience platform, while ensuring that the underlying business processes are standardized, documented and aligned with global standards. This role combines product ownership with business analysis. The successful candidate understands customers, business processes, technology, UX, data and emerging capabilities such as AI, and can turn them into an executable roadmap and well-defined, tested, adopted solutions. Success means helping their system to evolve from a shipment visibility portal into an intelligent, intuitive digital platform that makes the company easier to do business with and strengthens their customer value proposition. The role requires someone who is proactive and self-motivated, with strong observation, communication and learning skills. They must be able to challenge the status quo, work across organizational silos, manage multiple priorities in a fast-paced environment, and contribute strongly in a team. Responsibilities: Product Vision & Roadmap Own and continuously evolve the roadmap for the company system and related digital customer experiences. Shape the long-term vision with IT, Commercial, Operations and senior leadership. Translate customer needs, business priorities, market trends and technology opportunities into clear priorities and actionable initiatives. Balance near-term business needs with longer-term product evolution, focusing on customer and business outcomes rather than simply delivering requested features. Customer Discovery & Business Process Analysis Build a strong understanding of the company's customers, their supply chain workflows, challenges and digital expectations. Engage directly with customers, and partner with Sales, Operations, Customer Service and regional teams to validate needs. Discover, evaluate, (re-)design and standardize business processes across the company organization, depicting local versus global requirements. Capture business requirements, identify gaps, facilitate risk\/benefit analysis and prepare change requests. Engage Subject Matter Experts early to capture use cases, and involve senior operational management to ensure strategic alignment and buy-in. Use research, usage data, feedback and analytics to inform decisions. Digital Customer Experience & UX Champion a simple, intuitive, modern and consistent customer experience across the system. Work with UX\/UI resources on information architecture, navigation, terminology and workflow design that simplify complex logistics processes. Participate in user testing, prototyping and design reviews, and advocate for customer needs throughout design and development. Market & Competitive Intelligence Track digital capabilities and trends across freight forwarding, logistics and supply chain technology. Regularly assess platforms such as myDSV, DHLi and myKN, and look to industries such as banking, travel, e-commerce and SaaS for ideas. Distinguish emerging industry expectations from areas where the company can differentiate, and bring insights into planning discussions. AI, Data & Emerging Technology Identify and evaluate use cases for generative and agentic AI, predictive analytics and automation, working with the AI, Data, Architecture and Engineering teams. Explore opportunities such as conversational shipment intelligence, proactive exception management, natural-language analytics and document interaction. Ensure AI is applied where it creates meaningful customer or business value, not as a standalone feature. Product Management, Prioritization & Requirements Own the backlog and prioritize by customer value, business impact, strategic importance, adoption potential, effort and dependencies. Write clear requirements, user stories, acceptance criteria and business outcomes, and define MVPs and phased delivery. Define functional system enhancements and process improvements in collaboration with Sales, Business Development, Operations, Accounting and other functions. Document solution designs and support the internal Development Team and outsourced or third-party partners. Maximize modularity and reusability, and define and maintain standard templates. Execution, Testing & Delivery Lead initiatives from discovery through design, development, launch, adoption and continuous improvement. Partner with Engineering, Architecture, Integration, Data & Analytics, Cybersecurity, Infrastructure, MDM, the Enterprise Solutions Team (EST) and the Support and Implementation teams. Coordinate dependencies with core transportation, warehouse, customs, CRM, finance and other enterprise systems (CargoWise knowledge is an advantage). Prepare and facilitate workshops with key stakeholders to keep delivery on track against the project plan. Provide test scripts, document and test functional enhancements and configuration changes with business units and SMEs, and support release planning, go-live readiness and post-launch optimization. Identify and escalate risks and dependencies early. Training, Documentation & Support Train key stakeholders on standard processes and corporate systems. Prepare training materials and use cases, and maintain desk references, user guides and support manuals. Apply BPM methodologies and documentation and modeling standards consistently. Deliver timely, accurate and complete documentation per project management targets. Support SMEs, Champions and key stakeholders throughout the lifecycle of changes and system implementations. Stakeholder Management Act as the primary product point of contact for the system across business and IT. Align stakeholders with competing priorities, communicate vision, roadmap, decisions and tradeoffs, and manage expectations. Provide regular updates on progress, adoption, risks and outcomes. Introduce and promote global business rules, standardized processes and consistent system use. Adoption & Business Value Drive adoption of the system among customers and internal teams, supporting Commercial and Customer Service with onboarding and utilization. Establish and track KPIs, such as: customer adoption and active usage digital transaction volumes, digital quote and booking activity self-service rates customer satisfaction, retention and growth exception resolution time reduction in manual customer-service interactions operational efficiency Use performance data to identify improvements and articulate the business value of digital investments. Required 5+ years in digital product management, product ownership, business analysis, digital transformation or customer experience. Previous Business Analysis experience. Experience managing customer-facing digital products or platforms. Strong grasp of product discovery, roadmapping, prioritization, user journeys, product analytics and agile delivery. Understanding of APIs, cloud platforms, integrations, data, analytics and enterprise applications, plus practical knowledge of AI and automation. Experience working with UX\/UI teams and an appreciation for intuitive design. Strong analytical, communication, presentation and stakeholder-management skills. Ability to work across business, technology and regional teams in a global, matrixed environment with largely remote stakeholders. Ability to manage competing priorities and make structured tradeoff decisions. Experience in freight forwarding, logistics, supply chain or another complex B2B environment. Experience with shipment visibility, customer portals or B2B self-service platforms. Business process improvement knowledge (Six Sigma, DMAIC or similar) and project management experience. Experience with MS Visio or other process-mapping tools, and SQL. Exposure to AI-enabled customer experiences or predictive analytics. International experience. College degree in Business, Accounting, Marketing, Communications, International Logistics or equivalent. Strong Microsoft Word, Outlook, Excel and PowerPoint skills. Comfort with modern collaboration tools (Teams, Zoom and similar) and product-management tools. Excellent written and spoken English, and the ability to read and interpret business cases, project plans, requirements, user guides and procedure manuals. Please note that should you not receive any feedback within two weeks of applying please consider your application unsuccessful.