Description de fonction

CX Business Analyst (M/F/X)

La société

Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services.

At Sodexo Benefits and Rewards Services, we’ve made our mark on the world by helping clients give their employees personalized experiences, every day. Our benefit platforms and payment solutions are already used by 440,000 clients and 36 million of their employees in 32 countries.

At Sodexo Benefits & Rewards Services, we are proud of our commitments to environmental sustainability, our focus on employment equity and diversity, our new ways of working independently and flexibility for the well-being of our talents. Joining us means evolving in a collaborative, innovative environment, in which each employee is recognized and receives the support they need for their development. We firmly believe that the quality of life of our clients and service consumers begins with our own people. Consequently, your wellbeing at work is one of our priorities.

Working with us is an opportunity to impact the future of employee experience and, ultimately, the world around us. But it’s also your chance to make an impact every day, putting a part of yourself into exciting digital products and touching the lives of millions of consumers.

We’re a global, multicultural business where every contribution counts and every day is a chance to inspire others and take inspiration from your colleagues.

We’re accelerating our growth on a global scale, combining the reach and stability of Sodexo with our unique position as an incubator of innovation. As part of the team, you’ll help us continue that growth and our landmark digital transformation.

Within the company, the Customer Experience Office’s mission is to put our customers, merchants and consumers (= Customer) at the heart of our decisions and consists of a cross-functional team comprising the following divisions: Customer Experience (where the function is located), Customer Care and Operations.

You thus contribute every day through your actions to ensure that the CUSTOMER in the broad sense, namely the customer, the merchant and the consumer, is at the heart of the company’s decisions and that all actions are taken to create a positive experience, simple and transparent.


  • As CX Business Analyst you will challenge and improve existing processes, analyse the need for new processes, suggest improvements and solutions, define the scope for project, initiatives and change requests and represent the team towards IT and other stakeholders.
  • You translate the business needs and journeys into detailed business requirements needed to enable analysis & development.
  • Your mission as CX Business Analyst is to ensure both the continuous improvement of the customer experience and the efficiency of internal processes.
  • Your mission is to create, design or propose new processes based on company initiatives and/or to analyse the functioning of any type of existing process, identifying problems in the processes and offer suggestions to solve or improve them. As a result, you assist in constantly improving our customer experience on the hand and on the other hand in improving internal processes.
  • You propose, describe and effectively monitor cross-functional projects based on the needs identified using the various methods of collecting customer feedback (via surveys, direct feedback form stakeholders, feedback from internal teams, or via the sales department or customer service, etc.).
  • You are part of the "CX Process" team dedicated to improving the customer experience and report to the CX Process Manager.
  • You will also work very closely with the Operational Communication Officer and with various stakeholders within the organization to create an extraordinary customer experience.

Your main responsibilities:

  • Documentation and analysis of processes
    • You formalize business process flows and identify the impact(s) on business processes: describe the process and the business needs for the realization of the project and guarantee that the requests described and proposed meet the initial needs.
    • You work closely with the CX Designer, CX Insights manager and CX Champions to understand the needs.

  • Definition, set-up and implementation of processes and process improvements
    • You interpret business needs and translate these into viable solution proposals and or change requests.
    • You are accountable for creating user stories content exhaustiveness, in collaboration with Functional analyst) (US details, understandable for IT stakeholders)
    • You formalize business needs for Change Requests
    • You follow-up and prioritise change requests with Process Manager
    • You follow the expected changes with the departments or Pods concerned and guarantee that the request described and proposed meets the initial need.
    • You write scopes, project initiation documents, change requests, … to achieve the ambitions.
    • You collaborate with the CX communication officer for sharing communication and documentation with business users about new features or processes to maximize appropriate use of the new solution and so that he/she can clearly explain the processes and prepare easy-to-understand instructions.

  • Management of processes and initiatives
    • You will function as a liaison between business and IT and represent our team in related meetings.
    • You set up indicators or objectives and key results allowing us to monitor the efficiency and effectiveness of the process improvements.
    • You follow the defined roadmap respecting the deadlines as discussed with the CX Process Manager.
    • You perform UAT on back-office related developments
    • You ensure the follow-up of actions.
    • You draw lessons learned for constantly improving our approach.
  • Project planning
    • You participate in defining project planning in collaboration with colleagues, stakeholders, PODs and teams.
    • You discuss, challenge and define prioritization for change requests in collaboration with internal stakeholders.
    • You ensure projects are delivered on time, within scope and budget


  • You hold a bachelor’s or master's degree
  • You have at least 3 years of experience in a business analyst function or in a similar role
  • You have great analytical, structural and synthetical skills and you are process oriented
  • You have an advanced knowledge of Excel, PowerPoint, Jira, Visio, Confluence, Outlook, MS Teams
  • You can quickly understand complex and varied situations and you adapt easily to changing situations
  • You have critical thinking and problem-solving skills
  • You are a good communicator
  • You have a positive, enthusiastic and empathetic personality and enjoy working in a team
  • Processes do not scare you and you have excellent communication skills to popularize and communicate them within the company
  • You are interested in the latest trends to improve the customer experience
  • You have in-depth knowledge and experience of Business Requirements management
  • You are able to manage several projects in parallel
  • You like to listen, communicate, influence, and have good interpersonal skills
  • You have a positive and pragmatic attitude, sense of initiative

At Sodexo we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.


You are fluent in one of the national languages (NL or FR) and sufficiently fluent in the other to be able to collaborate effectively.

You also have a very good knowledge of English.


  • When you start your job, you will receive adequate onboarding and training which will allow you to have a good command of Sodexo products and related procedures.
  • We offer you a training course with real opportunities for development both within the team and within the company.
  • A full-time contract
  • A competitive salary with numerous extra-legal benefits.
  • A pleasant work environment in a dynamic and inspiring company.

Quality of life at work:

  • A work-life balance with possibility for home office
  • A concierge service that offers various services: dry cleaning, ironing, shoe repair, purchase of gifts, etc.
  • A wide choice of sustainable and delicious meals in our company restaurant
  • A variety of sports (badminton, mini football, basketball, meditation and yoga)

  • Publiée le:ven. 6 janvier 2023
  • Lieu: Brussels/telework (hybrid)

Sodexo - Benefits and Rewards Services

Pleinlaan 15 Boulevard de la Plaine
1050 Brussels


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