Job Description

This is us

At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development.

This is the job

We are looking for a Senior Business Analyst who will join our practice and design and optimize end-to-end customer and employee service experiences across digital and operational channels. The project focuses on applying design thinking methodologies to identify user needs, improve service journeys, and translate insights into scalable and practical service models. The role involves close collaboration with cross-functional teams including Product, UX, Operations, Technology, and Business stakeholders to ensure consistent and user-centered service delivery.

This is you

• Strong experience in Service Design, UX, or Customer Experience

• Knowledge of design thinking methodologies and human-centered design

• Experience with customer journey mapping and service blueprinting

• Strong stakeholder management and workshop facilitation skills

• Ability to translate user insights into actionable service improvements

• Cross-functional collaboration experience with business and technical teams

• Analytical and problem-solving mindset

• Excellent communication and presentation skills

• Understanding of digital products and service ecosystems

• Experience working in Agile environments is a plus

This is your role

• Apply design thinking techniques to understand business needs and define user-centric solutions,

• Facilitate workshops and working sessions with multiple stakeholders to gather, validate, and align requirements

• Elicit, analyze, and document business and functional requirements, including writing clear and actionable user stories

• Use tools such as Lean Canvas to support solution ideation and business case development

• Develop and maintain customer journey maps, journey maps, and process maps to capture current and target states

• Analyze customer experience and process flows to identify pain points, inefficiencies, and improvement opportunities

• Conduct gap analysis and translate findings into structured recommendations for process enhancement

• Support the evaluation of solution options (build vs. buy) through analysis of business needs, feasibility, and impact

• Collaborate with business and technology teams to ensure requirements are clearly understood and effectively implemented

• Contribute to the development of proposals and solution concepts aligned with business objectives.

What awaits you at Avenga?

Through our values – Better Minds, Bolder Ideas, and Bigger Hearts – we strive to provide you with the tools, autonomy, trust, and assistance you need to excel. Enjoy benefits like private health insurance, well-being programs, flexible and hybrid work models, laptops and gear, training opportunities, language classes, social events, and more.

At Avenga, everyone matters. We provide equal opportunities in recruitment, career development, and leadership, regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. We are committed to fostering a work environment where our diverse community of employees, candidates, and business partners actively shapes our growth. By bringing together people from different backgrounds and experiences, we build a workplace where everyone feels free to be themselves while honoring the boundaries of others.