Freelance Business Analist (ZZP)

As a Business Analyst at KLM, you contribute to the sustainability challenges that we as the aviation sector have to answer. With your experience in the field of digitization you can make an important contribution to this. For example, you ensure that plane and train connect seamlessly, so that our customer – the passenger – can travel from A to B as sustainably as possible. A great challenge, because you think social responsibility and an international working environment are more important than just money.

Intro:

A boarding pass is more than a piece of paper. It is proof that the customer has met all regulatory and safety requirements: the passenger is all set for departure. Within AF/KL Digital, the department responsible for all digital sales and service products, the check-in API team is the beating heart where all wishes and obligations related to the customer's departure process come together. For example, the team is now working on plane-train connections and is offering more and more SkyTeam customers a seamless check-in experience. But also collecting contact details from new regulations from the American government is a task of your new team.

As a Business Analyst you work with many different stakeholders (Customer Experience, Ground Services, Safety), but also with conditions from local authorities. The COVID situation has taught us that governments are constantly setting new and constantly changing conditions for the reception of international travelers. In order to allow our customer to check in digitally as much as possible and to guide them through the departure process as efficiently as possible, this process - but also the processes surrounding local laws and regulations or processes surrounding (hold) baggage - runs via the check-in API. As a Business Analyst you contribute to this.

And your three most important tasks?

We would like to list them:

• You translate ideas and concepts into clearly defined epics and features that the development team understands and can build;

• You are not only working on new functionalities, but you also like to further investigate the daily bugs and incidents;

• You regularly inform the team and other stakeholders, both at KLM, Air France and beyond.

1. Analysis & innovation (from definition to implementation)

• Translate business needs to improve customer experience for both airlines, as well as AF/KL Group and (non-)airline partners into clear IT solution requirements for the internal software engineers or external IT providers to work on

• Estimate the value, effort and impact of innovations with the correct data/KPIs which justifies the investment.

• Identify improvements and opportunities within the assigned scope (ranging from one application to complete end-to-end business products and services)

• Steer the idea/concept through the products and services development tunnel from concept to implementation including change management

2. Stakeholder Management

• Manage stakeholders and provide consultancy to business stakeholders within the scope the Business Analyst is responsible for. This can range from colleagues from other internal product teams to senior management on executive level

• Challenge stakeholder needs and products and services requested

3. Quality Assurance

• Responsible for the quality of the business products and services within his or her scope

• Monitoring the performance of the current products and services and providing solutions for critical incidents

• Ensure a transversal view by having a clear overview of the dependencies in his or her scope and making sure these dependencies are taken into account

• Ensure the solutions are in line with regulations (e.g. GDPR)

4. Data and Product performance management

• Use data and KPI’s as input for your decision making

• Engage in achieving the KPI's and monitor the product performance

• Pro-actively take into account all regulations and Data Principles & Policy (e.g. GDPR)

• Raise awareness within team and amongst stakeholders on and create responsibility the data the product provides