Senior D&T Business Analyst [Customer Hub & 360]

Digital & Technology Team (D&T) is an integral division of HEINEKEN Business Services Poland (HBSP). We are committed to making Heineken the most connected brewery in the world. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us, you will work on one of the most dynamic and innovative teams and directly help shape the future of Heineken.

Commerce DevOps Hub is being established. The newly created organization, being an integral part of the Global Digital & Technology Function , is tasked with maintaining, but most importantly developing (functionally and technologically) IT solutions supporting the Commerce area at Heineken. Commerce DevOps Hub is located in Kraków and will include highly qualified IT professionals with direct contribution to both the technological development of the Heineken Commerce and the Hub itself.

As a Senior D&T Business Analyst, you lead business analysis for complex, cross-domain initiatives that are critical to the success of the new e-commerce platform and broader digital transformation. You operate with high autonomy to frame ambiguous problem spaces, align senior stakeholders across OpCos and global teams, and translate strategic outcomes into coherent end-to-end process, data, and technology requirements that enable scalable delivery. You drive decision-making at pace by structuring options, clarifying tradeoffs, and ensuring requirements are fit for purpose across multiple workstreams and dependencies. In addition to delivery impact, you uplift BA maturity by setting and evolving standards, improving ways of working, and coaching other BA's - ensuring the organisation
consistently delivers high-quality outcomes in a strongly distributed and asynchronous environment.

Your responsibilities would include:

• leading end-to-end business analysis for complex, cross-domain initiatives/programs (problem framing →requirements → delivery assurance)
• driving stakeholder alignment and decision-making at pace (including OpCo/global leadership), structuring options and trade-offs
• defining and maintaining coherent requirement sets across process, data, and technology (incl. integrations and NFRs), ensuring consistency across teams
• performing deep impact and dependency analysis across products, systems, and markets; proactively managing risks and constraints
• owning benefits and outcome traceability (KPIs, success measures, business rules), ensuring what is built delivers measurable value
• leading quality assurance of analysis artefacts (DoR/DoD, traceability, documentation standards), setting expectations across teams
• shaping BA ways of working and governance (templates, playbooks, cadence, tooling usage) across a hub-centric, distributed organisation
• coaching and mentoring Business Analysts (Junior/Regular), guiding facilitation, stakeholder management, and analysis depth
• partnering with Product, Architecture, and Engineering leadership to influence roadmap, sequencing, and platform evolution.

You are a good candidate if you have:

Knowledge Level:

• Education: Bachelor’s degree (or equivalent experience) in Business Administration, Economics, Information Systems, Industrial Engineering, Computer Science, or a related field; Master’s degree (e.g., Business/Technology, Management, Data/Analytics) is a plus
• Advanced business analysis mastery: Deep expertise in problem framing, requirements strategy, facilitation, and decision support; strong command of process modelling (end-to-end as-is/to-be), operating model impacts, business rules, and requirement decomposition across multiple workstreams
• Product & delivery leadership: Strong understanding of product delivery in Agile/Lean environments, including value-based prioritization, dependency management, incremental releases, and quality governance (DoD, traceability, UAT readiness)
• Data & integration awareness: Strong capability to define and validate data needs, concepts of data governance, and cross-system integration touchpoints; able to collaborate effectively with Architects and Tech Leads on end-to-end design implications
• Risk, compliance & NFR thinking: Ability to incorporate regulatory/compliance, security/privacy considerations (where applicable), and non-functional requirements into requirements and acceptance criteria for enterprise-scale solutions
• Certifications (at least one): IIBA CBAP (or working towards), PSM II / CSM, Lean/Agile analysis certifications (ICAgile, SAFe POPM/SA), and/or platform/domain certifications relevant to the landscape (e.g., Microsoft Dynamics, CRM, cloud fundamentals).

Experience:

• Indicative experience: 8+ years in business analysis (or closely related roles), including several years in senior/lead BA capacity within complex, enterprise environments
• Typical level: Leads BA work end-to-end for cross-domain programs/initiatives spanning multiple products, systems, and stakeholder groups (global + OpCos), from discovery and problem framing through delivery assurance and outcome validation
• Complexity & ambiguity: Proven track record operating in high ambiguity, resolving conflicting stakeholder needs, defining business rules at scale, and managing significant dependencies, risks, and constraints
• Ways of working: Demonstrated ability to work effectively in a distributed and asynchronous organization; experience uplifting BA maturity (standards, playbooks, governance) and coaching other BAs
• Delivery cadence: Experience supporting rapid release cycles and large change initiatives (platform transformation, migrations, operating model/process redesign), ensuring predictability and quality.

Skills:

• strategic problem framing: Translates strategic objectives into well-scoped problem statements, outcomes, and measurable success criteria; thrives in ambiguity
• cross-domain requirements leadership: Defines coherent end-to-end requirements across processes, data, and systems; ensures consistency across multiple workstreams and teams
• executive stakeholder management: Influences senior stakeholders, navigates competing priorities, and drives decisions through structured options, trade-offs, and evidence
• advanced facilitation & communication: Leads complex workshops (incl. remote/async), aligns diverse groups, documents decisions clearly, and maintains momentum
• impact, dependency & risk management: Identifies and manages dependencies across products, platforms, and markets; anticipates risks and constraints and drives mitigation actions
• value & benefits realization: Establishes outcome traceability (KPIs, benefits cases, business rules), ensuring delivered solutions realize measurable business value
• data and digital acumen: Strong analytical capability; comfortable working with data concepts, reporting/BI, and collaborating with Architecture/Engineering on integration and NFR implications.
• governance & maturity uplift: Sets and evolves BA standards, templates, and playbooks; improves tooling usage; drives consistent practices across a hubcentric organization
• coaching & capability building: Mentors Junior/Regular BAs and enables a strong BA community through feedback, learning, and knowledge
reapplication.

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