CX Business Analyst (Banking)

EVERSIS is a technology company specializing in custom software development and projects for telecommunications and financial sectors. They support clients in implementing and integrating communication, contact center, analytics, and customer interaction management systems used by banks, financial institutions, and large enterprises. Their portfolio includes projects for organizations such as the European Space Agency, Airbus Defence and Space, the National Bank of Poland, and T-Mobile.

• Proven experience as a Business Analyst, Customer Experience Manager, Omnichannel Solutions Consultant, Solution Consultant, or similar role within enterprise environments.
• Hands-on experience in banking or insurance sectors, with an understanding of regulated environments and operational constraints.
• Strong knowledge of Customer Experience processes, operational KPI management, and customer interaction analysis.
• Experience working with contact center, workforce management, analytics, quality assurance, or interaction recording solutions.
• Ability to gather, analyze, and document business and functional requirements.
• Experience in conducting workshops and communicating effectively with business stakeholders, operations teams, IT, security, and compliance departments.
• Understanding of enterprise system integrations, APIs, data flows, and data quality management.
• Knowledge of speech analytics, text analytics, NLP-based solutions, or customer interaction analysis platforms.
• Understanding of GDPR, auditability, data retention, access control, and information security principles within regulated industries.
• Strong analytical thinking, communication, presentation, and problem-solving skills.
• Fluent in Polish and English.

• Analyze and map business processes related to contact center operations, customer service, quality assurance, and Customer Experience management.
• Gather, analyze, and document business, functional, and operational requirements for analytical platforms, enterprise data archiving systems, and customer interaction management solutions.
• Support clients during the implementation of workforce management, speech and text analytics, interaction recording, and enterprise archiving solutions.
• Design operational processes, workflows, Customer Experience measurement frameworks, KPI models, reporting structures, and interaction classification models within enterprise environments.
• Define, monitor, and optimize Customer Experience indicators, operational KPIs, service quality metrics, and performance measurement frameworks across multiple customer communication channels.
• Collaborate with business stakeholders, operations teams, IT, security, and compliance departments to define target operating models and align business and technical requirements.
• Analyze data flows, system integrations, APIs, and enterprise data exchange requirements, including identification of data quality and integration risks.
• Support the development, configuration, and tuning of speech analytics, text analytics, NLP-based solutions, and customer interaction analysis models.
• Prepare business analyses, analytical documentation, workshop materials, test scenarios, and support user acceptance testing and business validation activities.
• Ensure solutions and operational processes comply with regulatory and security requirements typical for banking and regulated industries, including GDPR, auditability, data retention, access control, and information security standards.