Analyst -Omnichannel; ZZP of Dienstverband

Job title:

Medior Change Analyst – Omnichannel
Contract type:
Freelance possible

As a Change Analyst Omnichannel you will shape digital customer journeys and contribute to the transition to Value Streams and Empowered Product Teams (EPT). You will use data, customer insight and digital channels to improve customer experience across websites, apps, chat and other touchpoints, working across the full product lifecycle from discovery and shaping through delivery, embedding and optimisation.

• Work in an EPT/Value Stream environment alongside Product Managers, Software Engineers, Testers and other stakeholders to determine product direction and deliver iterative value.
• Translate strategy into user stories, refine backlogs and support iterative delivery.
• Define clear, actionable requirements from complex business, customer and regulatory needs.
• Use data, analytics and customer insight to prioritise work and drive continuous improvement of customer journeys.
• Manage stakeholders and collaborate cross-functionally to deliver integrated omnichannel solutions.

• Experience working in Agile, product-led or EPT environments, with backlog refinement and user story creation.
• Experience in a regulated environment with awareness of compliance, risk and control considerations.
• Proven experience as a Change Analyst, Business Analyst or Information Analyst, preferably within financial services or a related sector.
• Strong analytical skills and the ability to translate complex needs into actionable requirements.
• Experience with omnichannel customer journeys and improving experiences across websites, apps, chat and other digital touchpoints.
• Ability to work cross-functionally with multiple teams to deliver integrated solutions.

• Experience coaching or supporting junior analysts.
• Exposure to personalisation or AI-driven solutions.
• Relevant Agile or Scrum certifications.
• Professional proficiency in Dutch and English.

You will report to the Value Stream Lead and work closely with Product Managers, Software Engineers, Testers, country teams and cross-functional partners such as legal, risk and technology. The team is expanding to include multiple product managers and change analysts.

An inspiring work culture focused on meaningful impact, mutual trust and professional fulfilment.
A comfortable working environment with hybrid working and an office location within a short walk of the train station in Driebergen-Zeist.
An inclusive workplace committed to equity and diversity.

• Experience working in Agile, product-led or EPT environments, translating
• strategy into iterative delivery through user stories and backlog
• refinement
  
  Experience working in a regulated environment, with understanding of
• compliance, risk and control consideration
  
  Solid experience as a Change Analyst, Business Analyst or Information
• Analyst within financial services or a related environment
  
  Be analytically strong and able to translate complex business, customer and
• regulatory needs into clear and actionable requirements
  
  Experience with stakeholder management, backlog refinement and working in
• an Agile environment
  
  Experience with omnichannel customer journeys and improving customer
• experiences across websites, apps, chat and other digital touchpoints
  
  Understand how to use data, customer insights and digital customer
• engagement to support prioritisation and continuous improvement
  
  Be comfortable working cross-functionally with multiple teams to deliver
• integrated solutions
  
  The candidate has to be available throughout the entire duration of the
• assignment
  
  All submitted candidates must be in possession of a valid Passport or
• card, which must be taken along to the interview and at the start of the
• assignment
  
  The submitted documents i.e. resume and motivation letter must be submitted
• in English

• Het is een pre als je ervaring hebt met het coachen of ondersteunen van
• junior analisten
  
  Exposure to personalisation or AI-driven solutions is een pre Relevante Agile or Scrum certificeringen zijn een pre Professionele beheersing van Nederlands en Engels is een pre