Business Analyst

What if customer service could be proactive, strategic, and deeply human all at once? As a Business Analyst – Customer Service (or as a Dux, as we call ourselves), you are the architect of that transformation. You are the ultimate connector by diving into workflows, spotting hidden opportunities, and building the new way of working for future customer service. Your goal in mind: transform service teams from firefighters into impact drivers.

More about you

You bring +- 3 years of experience as a business analyst to the table, preferably in a customer engagement context. As someone with a formidable track record in analyzing and improving (service) processes, you easily spot inefficiencies and design smooth and smart workflows. You focus on finding ways to improve customer experiences in an ever-empathic way. You’re not afraid of taking responsibility or exploring new ways of working. Your teammates bring you energy, and you’re happy to travel 2-3 days per week to client sites in Brussels, Antwerp, or Ghent. It's imperative that you speak Dutch and English. French is a welcome extra, certainly not a must.

What else would be great:

• Experience with Service Design and Journey Mapping.
• If you’re used to work with AI to increase your personal effectiveness.
• Certifications like Scrum, BPMN, ITIL, APQC

What you’ll be doing at Codux

You’ll start customer engagement by analyzing their current as-is situation, identifying gaps, and aligning them with their business goals. You’ll lead workshops with key stakeholders to expose hidden pain points using service design. Finally, you’ll set up a plan to tackle these and implement improvements across people, platforms, and processes. During implementation, you’re the guide defining the way ahead to create maximal impact. You keep track of the progress and align with different stakeholders to keep the project on track for success.

And there’s more:

• You’ll drive digital innovation by leveraging automation and AI to shape the future of service.
• You’ll take care of smooth adoption and lasting impact by delivering training and best practices.
• You’ll measure impact using KPIs and continuous feedback loops.

About Codux

We are a Belgian consultancy firm specializing in Customer Service Transformation. We believe that too many times people forget about the business value of projects and are not driving impact. We want to change that by bringing our long-term business expertise combined with our startup-drive to our customers. While being supported by the broader Cronos Groep ecosystem to engage in larger projects. More info about us here

Looking for a new challenge where you take up responsibility & rethink how companies engage with their customers? Apply now!