IT Business Analyst

MAIN PURPOSE OF THE JOB

Our client is seeking a strategic, customer-focused, process-oriented leader to own and evolve our global digital customer experience platform, while ensuring that the underlying business processes are standardized, documented and aligned with global Company 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 the Company evolve from a shipment visibility portal into an intelligent, intuitive digital platform that makes the Company easier to do business with and strengthens our 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.

QUALIFICATIONS

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.

Preferred

• 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.
• Spanish and/or Italian; international experience.
• College degree in Business, Accounting, Marketing, Communications, International Logistics or equivalent.

Technical / Tools

• Strong Microsoft Word, Outlook, Excel and PowerPoint skills.
• Comfort with modern collaboration tools (Teams, Zoom and similar) and product-management tools.

Language

• Excellent written and spoken English, and the ability to read and interpret business cases, project plans, requirements, user guides and procedure manuals.

CORE COMPETENCIES

Customer obsession, product thinking, business acumen, strategic thinking, design sensibility, technology

curiosity, execution discipline, influence without authority, data-driven decision making, a continuous

improvement mindset, and the Company's values: Respect, Courage, Passion, Integrity and Teamwork.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Product Vision & Roadmap
• Customer Discovery & Business Process Analysis
• Digital Customer Experience & UX
• Market & Competitive Intelligence
• AI, Data & Emerging Technology
• Product Management, Prioritization & Requirements
• Execution, Testing & Delivery
• Training, Documentation & Support
• Stakeholder Management
• Adoption & Business Value

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.

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