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CRM Business Analyst

About Worldline Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros.

Who are we looking for?

We want to hire a talented individual with strong business acumen who strives for excellence in his/her work. You should be hands-on and have an end-to-end approach to deliver the complex solutions from design to fruition. We are looking for a good communicator with enthusiasm for a fast-paced and international working environment.

The mission

In the context of the transformation operating model, Worldline is looking for a CRM business analyst to join our Business Solution Application (BSA) CRM Sales team. This team, located within the Merchant Service Technology & Operations Office functions, is tasked with various design and development projects pertaining to the definition and implementation of the BSA Salesforce Service roadmap.

As a Sales CRM Business Analyst, you will work under the responsibility of the Head of IT Sales CRM. You will be an important pivot between business needs and their functional translation, your expertise being a driver for both internal and external resources working alongside the BSA Sales CRM team.

You will have the opportunity to address following domains: marketing automation, sales automation, AML/KYC (Anti-Money Laundry/Know Your Customer), self-boarding, customer contact centre and multi-channel contact integration.

You will be working with multiple state-of-the art packages like ODOO, SalesForce,, JIRA, Siron, Marketo, Pardot etc.

Worldline’s current operating model is in the middle of its largest transformation yet. This transformational effort spanning the full Merchant Services group, of which the team is a strong driver. We deal with many projects and technical challenges centred on Salesforce solutions. The team is very dynamic, committed to the design and implementation of Worldline’s current and future BSA operations and to the improvement of Worldline’s performance.

One of your key assignments is to provide to the CRM sales team the business requirements. Through an Agile development model, the Product Owner will work closely with you to define and prioritize the backlog.


  • Support business teams in the collection and formalization of business requirements of the Sales processes
  • Support the technical delivery teams in translating those requirements in functional and technical design and solution development
  • Continuously improve the User Stories backlog with the technical teams, ensuring all items are clearly described, estimated, and prioritized, and participating to grooming sessions
  • Facilitate the collaboration between technical and non-technical resources
  • Elaborate and maintain a global roadmap of the Sales CRM solutions correlated with the business needs
  • Acquire and maintain an excellent understanding of business processes and Worldline’s products and customers
  • You are consulted by the power users, second line IT support teams on issues, and you support the Product Manager, Pre-Sales Engineers, Project Managers and Architects during client meetings to collect requirements when required and explain the solution
  • Supported by the team management, create and maintain a network of business stakeholders with whom to address open questions/decisions
  • Profile

  • Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities
  • Strong creative, analytical and conceptual and skills with good communication skills
  • Result-oriented with an appreciation for working in a fast-paced environment
  • Strong familiarity with Sales CRM product & functional environment
  • Past experience in Business Analysis
  • Relevant experience working with stakeholders in a business environment, working across cross-functional groups to apply software solutions to business problems
  • Salesforce experience is a plus
  • Ability to understand current processes, evaluate areas for improvement, document gaps and a path to close the gap
  • Experience with Agile methodology, writing user stories, prioritizing backlog, etc.
  • Good understanding of Sales business processes
  • Excellent English written and verbal communication skills
  • Detailed, organized and result-oriented
  • Very hands-on and quite autonomous
  • Good problem-solving and organizational skills.
  • Reliability and result-oriented mindset, at ease in a team environment (good communication, mutual help…) 
  • More reasons to join us

    In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, insurance package, an attractive pension scheme,…

    What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

    Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

    Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics

    CRM Business Analyst

    Worldline, Leuven
    Business Analyst, CRM