Freelance Change Business Analyst – Digital Banking & Omnichannel

Project overview

Change Business Analyst – Digital Banking & Omnichannel | Major Bank | Utrecht

Help build the digital banking experience of tomorrow

Do you want to make an impact on how customers manage their banking digitally? Do you get energy from connecting business and IT, improving processes, and translating complex issues into concrete solutions? Then this assignment is for you.

For a progressive financial services provider with a strong focus on societal impact, we are looking for a Change Business Analyst who contributes to the further development of digital services and the transition to a modern, product-oriented organization.

The Assignment

Financial services are constantly changing. Customers expect a seamless digital experience, while organizations simultaneously must meet high demands regarding reliability, security, and regulation.

Within this assignment, you will work on the further development of digital customer interactions and the optimization of the processes behind them. Think of online banking, mobile applications, and new digital contact options.

At the same time, the organization is developing towards multidisciplinary product teams, where business, technology, and operations are jointly responsible for delivering value to the customer.

As a Change Analyst, you play an important role in connecting strategy, customer needs, and execution. You help teams determine the right priorities, clarify issues, and implement improvements step by step.

What will you do?

You are involved in the entire product lifecycle: from researching and developing ideas to realization, implementation, and further optimization.

What do you bring?

You are analytically strong, switch easily between different stakeholders, and can break down complex issues into concrete next steps. You feel at home in an Agile environment and take responsibility for the quality of your analyses and the progress of improvement initiatives.

In addition, you have:

What is a plus?

Who will you work with?

You will be part of a multidisciplinary product team within the digital customer interaction domain. You will work closely with product owners, software engineers, testers, business stakeholders, and specialists from operations, risk, and compliance, among others.

You will report to the responsible manager within the relevant Value Stream domain. Together with other analysts and product professionals, you will contribute to a shared roadmap and a consistent digital customer experience.

The Assignment in Brief

Why is this interesting?

In this assignment, you combine analysis, change, and digital innovation. You will work on improvements that directly contribute to the customer experience while helping an organization evolve towards a modern way of working together and delivering products.

You will have the space to understand complex issues, bring different disciplines together, and visibly contribute to digital services that work for both the customer and the organization.

Why Oliver James?

Choosing Oliver James means choosing a reliable partner with a leading network in the world of Change and IT. We connect ambitious professionals with challenging assignments at leading organizations, ranging from public institutions to international corporations.

As part of our knowledge network, you gain access to impactful assignments, personal guidance, and targeted development opportunities that accelerate your career. Whether you want to deepen your expertise or take the next step in a challenging work environment, we are ready to support you.

We take the first step by guiding you from start to finish. Will you take the second?

Interested or want more information? Respond to this assignment.

• Translate needs into solutions: you analyze business issues, customer needs, and operational challenges and translate them into clear requirements, user stories, and acceptance criteria.
• Improve digital customer journeys: you identify bottlenecks in digital interactions and collaborate with stakeholders for a smoother, more accessible, and consistent customer experience.
• Support product teams: you work closely with Product Managers, developers, testers, and other specialists to guide improvement initiatives from idea to implementation.
• Agile working and prioritizing: you contribute to backlog refinement, sprint preparation, and determining priorities based on customer value, feasibility, and organizational goals.
• Create connections between disciplines: you bring together business, IT operations, and support departments to make dependencies transparent and arrive at supported solutions.
• Ensure quality and control: you consider risks, compliance, and internal control measures when developing and realizing changes.
• Continuous improvement: you use data, customer insights, and feedback to evaluate results and identify new improvement opportunities.
• Demonstrable experience as a Change Analyst, Business Analyst, or Information Analyst, preferably within financial services.
• Experience with Agile working, product-oriented organizations, or multidisciplinary product teams.
• Skill in drafting requirements, user stories, and acceptance criteria.
• Experience with stakeholder management and guiding issues from analysis to implementation.
• Affinity with digital customer journeys, online services, and omnichannel solutions.
• An analytical and structured approach, translating business needs into practical solutions.
• Understanding of compliance, risks, and internal control within a regulated environment.
• Good communication skills in Dutch and English.
• Experience guiding or coaching junior analysts.
• Knowledge of personalization, data-driven services, or AI applications.
• Experience with Scrum and relevant Agile certifications.
• Experience with the transition to product-oriented teams, Value Streams, or a similar organizational model.
• Role: Change Business Analyst
• Domain: Digital Banking & Omnichannel
• Focus: Digital transformation, business analysis, and product improvement
• Work Environment: Agile, multidisciplinary product teams
• Duration: 12 months
• Contract Type: Freelance is possible
• Language: Dutch and English

Project details

• Start: 01/11/2026
• Location: Utrecht, Netherlands, NL
• Rate: 83-88 EUR/h
• Languages: Dutch