Senior Business Analyst (Service Design)

TL;DR

Senior Business Analyst (Service Design): Designing and optimizing end-to-end customer and employee service experiences across digital and operational channels with an accent on design thinking methodologies and human-centered design. Focus on translating user insights into scalable service models, creating service blueprints, and improving overall service delivery.

Location: Hybrid in Sofia or Ruse, Bulgaria

Company

hirify.global is a global services provider with over 6,000 specialists offering business and tech advisory, CX/UX design, and full-cycle software development.

What you will do

• Apply design thinking techniques to define user-centric solutions based on business needs.
• Facilitate stakeholder workshops to gather, validate, and align functional requirements.
• Develop and maintain customer journey maps, service blueprints, and process maps.
• Analyze CX and process flows to identify pain points and inefficiencies.
• Conduct gap analysis and provide structured recommendations for process enhancement.
• Collaborate with technology teams to ensure requirements are effectively implemented.

Requirements

• Strong professional experience in Service Design, UX, or Customer Experience.
• Proficiency in design thinking and human-centered design methodologies.
• Experience with customer journey mapping and service blueprinting.
• Advanced stakeholder management and workshop facilitation skills.
• Ability to translate user insights into actionable service improvements.
• Must be based in Sofia or Ruse, Bulgaria (Hybrid)

Nice to have

• Experience working in Agile environments.

Culture & Benefits

• Private health insurance and well-being programs.
• Flexible and hybrid work models.
• Provision of laptops, gear, and professional training opportunities.
• Language classes and corporate social events.
• Inclusive work environment committed to diversity and equal opportunities.

Hiring process

• Application review followed by a Talent Acquisition interview.
• Technical interview focusing on expertise and problem-solving approach.
• Customer interview to align expectations (for specific roles).