Business Analyst Digital Channels Chatbot

The opportunity

Our client is advancing its chatbot roadmap as part of its digital banking channels, aiming to make everyday banking easier through intuitive, engaging customer experiences. As Business Analyst, you’ll guide projects from initiation to delivery, bringing together stakeholder needs, product and technical expertise, and user feedback to shape solutions that fit seamlessly into existing channels.

Banking brings together essential customer services and increasingly varied ways to access them, from digital channels to phone and in-person support. Conversational interfaces and AI are part of the evolving toolkit for digital customer experiences. This makes the work of understanding user needs, defining useful solutions and integrating them into existing services particularly important.

What you'll do

• Gather, challenge and consolidate stakeholder needs and pain points, validating them with users in collaboration with UX research.

• Work with relevant experts to shape product concepts, processes and functional or conceptual architecture.

• Support product owners with MVP-led feature slicing, backlog prioritisation and refinement, and define acceptance criteria for items you lead.

• Collaborate with product owners and developers to ensure features are sufficiently specified.

• Support business and user testing, UAT organisation, go-to-market preparation and KPI-based monitoring to identify improvements.

What you bring

• A master’s degree and relevant experience in similar projects.

• At least six years’ experience in project management and business analysis, preferably in digital channels.

• Proven experience managing projects with multiple stakeholders, vendors and technical teams in a financial institution.

• Functional experience implementing chatbots or AI solutions.

• A certification in project management or business analysis methodology, and strong written and spoken English.

• Useful, but not essential: strong written and spoken French or Dutch.

The assignment terms

• This is a temporary independent contractor collaboration through Ariad

• Assignment duration: 6 months with possiblities on extensions.

• Location: Brussels, with a hybrid working arrangement. The required frequency of on-site attendance is 50%

• Target start date: Asap

Why Ariad?

Ariad is a digital consultancy and staffing partner helping leading organisations build the teams and capabilities they need today and for what comes next. We work with brands such as Samsung, BNP Paribas Fortis, ING, AXA, Luminus and Orange, across banking, insurance, utilities, retail and beyond. Our expertise spans digital products and customer experience, marketing and e-commerce, CRM and customer data, and the technology that supports digital transformation.

For you, that means a partner who understands your field and looks beyond your job title to see how your expertise, experience and ambitions fit the teams we help build.

Your next assignment should make good use of your expertise. We share client context and clarify expectations so you can decide whether the project fits what you want next. You remain independent while joining a community of more than 150 consultants, with personalised follow-up, quarterly events and meetups giving you people to exchange ideas with and turn to throughout your assignment.

How to apply

Interested? Apply with your CV so we can talk about your expertise, your ambitions and joining Ariad.