Business Analyst / Business Process Consultant - Banking - 6-Month Assignment

Job Description
On behalf of our client, a leading banking institution in Switzerland, we are seeking a Business Analyst / Business Process Consultant to support a strategic mission to transform customer relationship activities. Integrated within the business teams, you will be involved in an analysis phase aimed at mapping existing processes, identifying user needs, and preparing a request for proposal (RFP) for the selection of a new customer interaction management platform.
This full-time assignment will start in early September 2026 for a duration of 6 months, until the end of February 2027. It is aimed at a profile with initial experience in a consulting firm or organisational transformation, capable of conducting structured analyses, facilitating workshops, and producing deliverables intended for decision-making bodies.
Main Responsibilities
- Map existing business processes of the customer relationship service and identify areas for improvement - Gather and analyse the needs of business users and internal stakeholders - Facilitate workshops and interviews with operational teams - Formalise user journeys and contribute to defining target processes - Write functional requirements and scoping deliverables - Participate in drafting the specifications for launching a request for proposal (RFP) - Contribute to the evaluation of contact centre management solutions and new technologies (AI, automation, cloud, voicebots, chatbots) - Make recommendations to optimise user experience and operational efficiency - Present analyses and recommendations to management teams and steering committees - Work closely with business and IT teams to ensure coherence of transformation proposals
We are looking for a profile meeting the following criteria:
- Higher education in management, organisation, information systems, digital marketing or equivalent - Initial experience (2 to 5 years) in a consulting firm or organisational transformation projects - Excellent skills in analysis, structuring and business process modelling (process mapping) - Experience in gathering business requirements and writing functional deliverables - Ease in facilitating workshops and conducting interviews with business stakeholders - Good understanding of user journeys, UX principles and customer experience improvement - Sensitivity to contact centre technologies (Genesys, Cisco, Avaya or equivalent), cloud solutions, artificial intelligence and automation - Knowledge of banking or highly regulated environments is an asset - Excellent writing and presentation skills in French - Analytical mindset, autonomy, rigour, organisational skills and consulting attitude - Available immediately
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