We are seeking a proactive and customer-focused Business Analyst to join a dynamic team. This role is responsible for analysing, improving, and optimising the end-to-end customer application journey across a national merchant network.
The successful candidate will combine strong business analysis skills with customer experience, process optimisation, and quality assurance expertise. You will work closely with stakeholders, operational teams, merchants, and technology teams to identify process inefficiencies, define business requirements, and drive improvements that enhance both customer experience and business performance.
This role offers the opportunity to work in both office and field environments, gaining first-hand insight into how customers and merchants interact with systems and processes in real-world situations.
Key ResponsibilitiesBusiness Analysis & Requirements Gathering
Elicit, analyse, and document business requirements through stakeholder engagement and field observations.
Translate operational insights into clear functional and non-functional requirements.
Develop user stories, acceptance criteria, process maps, and business documentation.
Act as a liaison between business stakeholders and technical teams.
Customer Journey & Process Analysis
Conduct regular visits to merchant locations to observe customer application processes.
Identify customer pain points, usability issues, bottlenecks, and process inefficiencies.
Analyse behavioural trends and operational challenges impacting customer experience and conversion.
Document current-state and future-state process flows.
Process Improvement
Recommend and support the implementation of solutions that improve operational efficiency and customer experience.
Collaborate with cross-functional teams to implement process and system enhancements.
Assist in prioritising improvement initiatives based on business value and customer impact.
Drive continuous optimisation of customer-facing processes.
Quality Assurance & Testing
Participate in testing activities for new features, enhancements, and process changes.
Validate that implemented solutions meet business requirements and acceptance criteria.
Support User Acceptance Testing (UAT) and defect management processes.
Ensure solutions effectively address identified issues and improve outcomes.
Continuous Improvement
Monitor the effectiveness of implemented improvements.
Gather ongoing feedback from merchants and internal stakeholders.
Identify opportunities for further optimisation and enhancement.
Contribute to a culture of continuous improvement and innovation.
Minimum RequirementsExperience
3–7 years' experience in a Business Analyst or similar role.
Experience in one or more of the following areas:
Business Analysis
Process Improvement
Customer Experience
Product Operations
Operations Analysis
Experience within Financial Services, Retail Finance, Credit, Fintech, or related industries will be advantageous.
Exposure to customer-facing systems, digital applications, or workflow optimisation initiatives.
Skills & Competencies
Strong analytical and problem-solving skills.
Proven experience gathering and documenting business requirements.
Ability to translate business needs into technical requirements.
Experience creating process maps, user stories, and acceptance criteria.
Strong stakeholder management and communication skills.
Ability to work effectively with both technical and non-technical stakeholders.
Experience in testing, quality assurance, and User Acceptance Testing (UAT).
Excellent attention to detail and organisational skills.
Personal Attributes
Customer-centric mindset.
Naturally curious and highly observant.
Proactive and solution-oriented.
Strong interpersonal skills.
Comfortable working independently and collaboratively.
Adaptable and comfortable operating in both office and field environments.
Additional Requirements
What We Offer
Opportunity to work on meaningful projects that directly impact customer experience and business performance.
Exposure to both business and technology environments.
Collaborative and innovative working culture.
Professional growth and development opportunities.
If you are passionate about improving customer experiences, solving business problems, and driving operational excellence, we would love to hear from you. Apply @ staceyk@profilepersonnel.co.za
