Senior Business Analyst – CX and Service Design Experience - Montreal (administrative region) - Tink Digital Profitability

Description

# Senior Business Analyst – CX and Service Design ExperiencePermanent Position /MontréalShare## What we're looking forTink is seeking a senior business analyst specialized in CX and service design.

Paired with a digital strategist, you will design and document end-to-end user journeys in the form of service blueprint diagrams.

While the strategist focuses on facilitating workshops and documenting the portion above the line of visibility, you'll focus on documenting what happens below the line of visibility, primarily the business processes that support the journey and the IT systems involved.

You'll propose the system capabilities required to support the journey vision and the tactics established in strategy.
Your analytical thinking will turn ambitious ideas into concrete solutions, skillfully balancing creativity, performance, and operational realities.
If you love tackling challenges, want an environment where your expertise is heard, your leadership has real impact, and you can keep learning while helping others grow, this role at Tink is for you.## Job Tasks and Responsibilities
In CX project mode (customer experience): In partnership with CX strategists, conduct interviews with frontline experts/teams to understand the employee experience and tool usage; capture pain points and opportunities.

• Co-facilitate target-journey ideation workshops with the strategist; synthesize the insights.
• Identify the business capabilities required for the future journey.
• Meet with IT to discuss system capabilities and their digital ecosystem (current and future).
• Map the below-the-line portion of user journeys as a service blueprint.
• Facilitate validation of the proposed journey with client stakeholders.
• Support initiative prioritization (prioritization matrix).
• Support IT/architects in establishing the architecture roadmap.
• Clarify impacts on processes, data, and integrations; document constraints/risks.
• Question, challenge, and advise clients on their web evolution (transactional sites, marketing sites, intranets, e-commerce, etc.).
• Prepare and deliver clear, visual syntheses; participate in executive presentations.
• Listen actively at kickoff; take more of the lead during consolidation and finalization of deliverables.
• Ensure smooth communication between the client, strategist, and IT; build trust and reassure technical stakeholders.

In standard project mode:

Elicit business needs to inventory and translate them into requirements (functional and non-functional).

• Collaborate with CX and digital strategists and business development directors to advise clients effectively.
• Define and evaluate profitable, innovative web and/or mobile solutions.
• Write requirements specifications (requirements document).## Required Qualifications and Characteristics 8+ years' experience as a Business Analyst.
• Experience in CX (customer experience) and service design.
• Strong credibility with IT/architects and executives; comfortable âspeaking systemsâ (front/back, integrations, data) and translating for business audiences.
• Outgoing and reassuring with IT; more discreet in business workshops (the strategist leads this part).
• Synthesis mindset, systems thinking, and rigorous documentation.
• Highly comfortable with facilitation.
• High autonomy in client-facing consulting contexts; influence-based leadership; political savvy.
• Mastery of service design methods (journey mapping, service blueprint, co-creation, validation).
• Familiarity with tools: Smaply (or equivalent), Miro; Jira/Confluence is an asset.
• Knowledge of CRM, ERP, eCommerce, CMS, omnichannel orchestration, and integrations/APIs.
• University degree or relevant experience.
• Bilingual French/English, spoken and written, as you'll work with English-speaking clients.## What we offer
• Competitive salary. 37.5-hour workweek with a flexible schedule.
• Hybrid work mode (2 days per week at the office).
• Summer schedule.
• Paid vacation and sick leave.
• Group insurance.
• Contribution to a collective RRSP.
• Access to a free gym.
• Telemedicine and employee assistance program.
• Renowned clients and large-scale projects.
• Various and modern technologies.
• Career advancement opportunities.
• Reimbursement of training and development activities.
• Events and social activities.
• Experienced colleagues and diverse fields of expertise.

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