Business Analyst / Business Process Consultant - Bank - 6 month mission

Business Analyst / Business Process Consultant - Bank - 6 month mission Job Description On behalf of our client, a leading banking institution in Switzerland, we are looking for a Business Analyst / Business Process Consultant to support a strategic mission for the transformation of customer relationship activities. Integrated within the business teams, you will intervene 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 mission, at 100%, will begin in early September 2026 for a duration of 6 months, until the end of February 2027. It is intended for a profile with initial experience in a consulting firm or in organizational transformation, capable of conducting structured analyses, facilitating workshops, and producing deliverables for decision-making bodies. Main Missions Map the existing business processes of the customer relationship department and identify areas for improvement Collect and analyze the needs of business users and internal stakeholders Facilitate workshops and interviews with operational teams Formalize user journeys and contribute to the definition of target processes Write functional requirements as well as scoping deliverables Participate in the development of the specifications for the launch of a request for proposal (RFP) Contribute to the evaluation of contact center management solutions and new technologies (AI, automation, cloud, voicebots, chatbots) Formulate recommendations aimed at optimizing user experience and operational efficiency Present analyses and recommendations to management teams and steering committees Collaborate closely with business and IT teams to ensure the consistency of transformation proposals We are looking for a profile meeting the following criteria: Higher education in management, organization, information systems, digital marketing or equivalent Initial experience (2 to 5 years) in a consulting firm or in organizational transformation projects Excellent analytical, structuring, and business process modeling (process mapping) skills Experience in collecting business needs and writing functional deliverables Comfort in facilitating workshops and conducting interviews with business interlocutors Good understanding of user journeys, UX principles, and customer experience improvement Sensitivity to technologies related to contact centers (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 Ability to synthesize, autonomy, rigor, organizational skills, and a consulting posture Available quickly jpid5346a45jm jpit0729jm jpiy26jm