Lead Business Analyst - Digital Customer Experience

Amsterdam – Reach 91% of all Dutch citizens with your work! As Lead Business Analyst, you create impact every day through our news media, magazines, online services, radio, and TV. Whether you work in front of the camera or behind the scenes, you are a media maker. Do you want to further develop yourself while strengthening our media productions? Read on.

What will you be doing?

At our core, we believe that the best customer service is the kind that empowers the user. As our Lead Business Analyst, you will be the primary architect behind our consumer self-service portal that brings it to life.You won't just be managing data, you will be designing the end-to-end workflows that define how millions of users interact with our platform and services. By bridging the gap between complex business logic and intuitive digital interfaces, you will ensure that every subscription lifecycle action is seamless, automated, and truly omnichannel.We are looking for a Business Analyst who can translate technical constraints into innovative solutions, optimizing our customer interaction layer to drive not just user satisfaction, but long-term retention and revenue growth.

What Makes This Role Different?

• Own the Ecosystem: You are the Subject Matter Expert for the logic that powers our subscription self service ecosystem, providing the insights that shape our long-term technical strategy.

• Digital First: You will lead the charge in optimizing the self-service portal, ensuring users have the tools they need to manage their experience without friction.

• High-Impact Collaboration: You will act as the vital link between stakeholders, product owners, and engineering teams, turning ambitious business needs into functional reality.

• Continuous Innovation: Beyond maintenance, you are tasked with identifying opportunities for process optimization and implementing enhancements that keep our self service ecosystem at the cutting edge, based on quantitative and qualitative data input and analysis.

Responsibilities

Requirement Analysis:

• Conduct in-depth analysis of business requirements related to the self-service portal and integration services.

• Collaborate with stakeholders to define functional specifications and gather user stories for all subscription lifecycle actions exposed over omni sales and service channels.

• Translate business needs into clear and comprehensive functional requirements and user stories.

System Design and Documentation:

• Design end-to-end workflows for self-service interactions and integration services logic.

• Create detailed system documentation including use cases, process flows, and data models for omnichannel integrations.

• Ensure alignment of functional designs with overall business objectives and technical constraints.

Solution Implementation:

• Work closely with the development teams to implement functional requirements.

• Provide guidance and support during the development lifecycle, ensuring adherence to specifications and best practices.

• Conduct thorough testing and validation of implemented solutions to ensure accuracy and reliability across all channels.

Continuous Improvement:

• Monitor key performance metrics related to the self-service portal and integration services performance.

• Identify opportunities for process optimization and system enhancements within the customer interaction layer.

• Drive initiatives to improve user experience, retention, and revenue generation within the subscription ecosystem.

Cross-Functional Collaboration:

• Collaborate with product owners, developers, QA engineers, and other stakeholders to drive project success.

• Facilitate communication and alignment between business stakeholders and technical teams.

• Act as a subject matter expert on self-service functionality and subscription logic, providing guidance and insights to support decision-making.

Who are we?
We are DPG Media – the largest media house in the Netherlands and Belgium. With more than 90 strong brands, we reach millions daily through our news media, magazines, radio, TV, and online services. Our culture is marked by professionalism, forward-thinking strategies, and a consistent focus on innovation and quality.

What makes you the ideal candidate?

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field

• Proven experience (3+ years) as a Lead Functional Analyst or Business Analyst, with a strong focus on consumer portals, middleware architectures, and omnichannel systems.

• Proficiency in requirements elicitation, analysis, and documentation techniques.

• Experience with Agile methodologies 

• Excellent communication skills with the ability to effectively collaborate with cross-functional teams and stakeholders.

• Analytical mindset with the ability to translate complex business requirements into practical solutions.

What do we offer?
You will have an inspiring work environment that is constantly evolving. Colleagues who think in possibilities, keep the glass half full, and give you the daily opportunity to grow. We enable this through our DPG Academy, giving you every chance to reach your potential and be a true media maker.
💰 Salary matching your work experience
📝 36-hour working week
💰 8% holiday allowance and 4% personal choice budget
💰 Annual profit sharing based on DPG Media’s performance
🎓 Opportunities to develop – both on the job and online via our DPG Academy / DPG Campus
🎉 Option to align your own cultural holidays
🏢 A brand-new office in Amsterdam and Antwerp. From spontaneous drinks to team outings and our legendary staff party – you will instantly feel at home.

More reasons to join DPG Media
At DPG Media we work for more than 90 strong news brands, magazines, television programs, radio stations, and online services such as Qmusic, NU.nl, Tweakers, Libelle, VTM, and more. We reach over 90% of Dutch citizens and eight out of ten Flemish citizens monthly. We offer a professional environment where freedom is highly valued. We give you the space to work on your future through workshops and training. Feel free to be an entrepreneur, a learner, a team player – and above all, yourself. Everyone is welcome at DPG Media. So, apply, whatever your background may be. Over 5,500 smart colleagues are ready to welcome you into a team – whether that’s a project team, a pub quiz team, or a sports team.

Discover what we have to offer. And, while you’re at it, find us on Instagram, LinkedIn and X.

Apply – and then?
Ready to get started? Apply no! Within 10 working days you will receive feedback on your application and learn whether you are part of the initial selection. If you are, we will call you to arrange an appointment at our office in Amsterdam. Want to know more? Contact Tino via email tino.moolenaar@dpgmedia.nl.

We like to do our own recruitment and do not wish to collaborate with agencies to fill this role.