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Freelance Senior Process Analyst - B2C Customer Journey

Brussels City Temporary View Job Description
As a Freelance Senior Process Analyst, you will focus on the end-to-end processes behind the B2C customer journey.You will analyse existing processes, identify improvement opportunities and define the optimal future-state process based on customer needs, business requirements and operational constraints.You will work closely with Customer Experience, Business Analysts, IT, Sales, Web and other internal stakeholders.

Added 25/08/2026

  • Improve end-to-end customer journeys within a major Belgian organisation
  • Work at the intersection of Customer Experience, Business and IT

About Our Client

Our client is a leading organisation in the Belgian telecommunications sector, currently strengthening its customer journey and process management team.

The team is responsible for continuously improving the B2C customer journey, from the initial customer interaction through to installation and the first invoicing processes.

We are looking for an experienced Freelance Senior Process Analyst to temporarily strengthen the team.

Job Description

As a Freelance Senior Process Analyst your responsibilities are:

  • Analyse and design end-to-end B2C customer processes ;
  • Map processes and user cases using BPMN ;
  • Identify process pain points and improvement opportunities based on Voice of Customer feedback ;
  • Work closely with Customer Journey and Customer Experience teams to align processes with customer expectations ;
  • Coordinate with Business Analysts and IT to translate processes into system requirements ;
  • Collaborate with Web, Sales and other internal stakeholders across the customer journey ;
  • Manage several process improvement projects simultaneously, ideally around 2-3 projects at a time ;
  • Challenge existing processes and define efficient future-state processes ;
  • Follow-up the implementation and ensure the designed process is correctly translated into the operational solution ;

The Successful Applicant

A successful Freelance Senior Process Analyst should have:

  • Proven experience as a Process Analyst / Business Probcess Analyst ;
  • Strong experience analysing and designing end-to-end business processes ;
  • Good knowledge of BPMN; all processes within the organisation are documented using BPMN ;
  • Experience working across Business, IT and operational teamsStrong understanding of customer journeys and B2C processes ;
  • Comfortable analysing user cases and translating them into clear process requirements ;
  • Experience working with Voice of Customer / customer feedback to improve processes ;
  • Strong stakeholder management skills and ability to work across multiple departmentsStructured, analytical and pragmatic, with a strong continuous improvement mindset ;
  • Fluent in French and English, Dutch is a plus ;

What's on Offer

Our customer offers you:

  • Freelance assignment within a major Belgian organisation ;
  • Strong exposure to B2C customer journey and end-to-end process transformation ;
  • Collaboration with Customer Experience, Business Analysis, IT, Sales and Web teams ;
  • Opportunity to work on several strategic process improvement initiatives ;
  • Start: ASAP ;
  • Duration: long-term assignment ;



Contact
Kristof Abikhalil
Quote job ref
JN-082026-7089233

Job summary

Sector
Customer Service
Sub Sector
KAM
Industry
Technology & Telecoms
Location
Brussels City
Contract Type
Temporary
Consultant name
Kristof Abikhalil
Job Reference
JN-082026-7089233

Michael Page is an equal opportunity employer committed to workforce diversity, both as an employer as well as a recruitment service provider. Each recruitment decision we make for people we hire and people we place into new roles is based solely on the candidates’ knowledge, experience and skills.