Business Analyst Digital

Type vacature: Regular
City: Amstelveen
Hours per week: 32-40
Education: Master's degree (HBO Master); Master's degree (HBO Master or WO-pre-master)
Apply before: 01/30/2022



Are you looking for an exciting new opportunity. Would you like to make a real difference to Air France and KLM customers through state of the art technology? Are you able to work in a complex and dynamic environment with stakeholders and colleagues coming from various organizational domains, locations and cultural backgrounds? And do you have an agile mindset?


If you answer these questions with YES, then we just might have the opportunity for you!



What are you going to do?

We are looking for a Business Analyst who is the bridge between IT and business to translate business needs for the delivery of digital products mainly focused on disruption communication to our customers, and to the CRM push Disruption team in particular. The application sends Millions of messages per year to both Air France and KLM customers from gate changes, delays, cancellations, lost luggage messages, service recovery vouchers and many other bigger and smaller disruption communications.


As a Business Analyst you will ensure high-level concepts and ideas are transformed to clear epics or features with requirements for the product team to work on. With a focus on customer experience, your activities include:

  • Translate business needs into concrete and well sized features;
  • Conceive solutions by taking into account architecture questions, developments necessary and dependencies with other domains;
  • Challenge business to optimize requirement and take into account benefits;
  • Analyze and manage impacts of transversal projects;
  • Assist the PO in the analysis and priority setting;
  • Coordinate implementation with other teams/planes;
  • Support change management for the new functionalities;
  • Check the coherence and quality of development with Business needs;
  • Functional testing of user stories and validation of business solutions that is being built;
  • Monitor the functional performances of delivered features, monitor KPIs, monitor PROD-report errors and manage the incident process;
  • Notification template management: translate business needs with developed features (create rules for email template) (nice to have: html, Acoustic WCA/WCH knowledge), coordinate and support implementation with other teams and functional testing of template changes.


Where do you land?

You will be part of a team of experts: UX'ers, Scrum masters, Product Owners and developers in the most dynamic environment of Air France / KLM: Digital.
Your workplace is mainly Amstelveen (KLM Head Office). You also regularly travel to your colleagues at Air France in Paris and Valbonne.


Your profile

Even though you are in the middle of the IT world, you do not have to be an IT expert in the field. Interest, affinity and the will to learn is more than enough. More importantly: you can translate a vision into epics, features and user stories. But you also do not hesitate to start a conversation with technical colleagues, such as Information Analysts and architects.
You have a good picture of the international traveler, our end user and you are interested in technical possibilities and trends within the (aviation) industry. You have the capacity to move strategically between the various stakeholders. You are an expert at translating complex problems into bite-sized chunks and you think about the further consequences of a chosen solution. You are able to make a trade-off between quality, time-to-market and the satisfaction of your stakeholders and you never lose sight of the value for the end user, the traveler.
Moreover, you never lose sight of the overview of all business processes. What you pay attention to: changes that make your team, department or business better. You must be able to make difficult decisions and convince your environment that you are right.


Also, you have:

  • At least an HBO diploma;
  • At least 2 years experience as a business analyst or similiar;
  • You think in solutions, you can look beyond processes and you have a "can-do" mentality;
  • Affinity with Digital product development and the IT organizations;
  • A good idea of ​​what agile (SAFe model) work involves;
  • Excellent with the English language.



We offer

  • A challenging role at an unique employer in the Netherlands
  • A gross salary between € 3.400 and € 3.800 per month
  • Plenty of room for personal development and wonderful career opportunities
  • A good pension scheme, end of the year bonus and 8 percent holiday pay
  • 25 days of paid holiday and 5 extra days off
  • Great discounts on airline tickets (if you have been in service for at least 6 months)
  • A travel expenses scheme and free use of the bus network around Schiphol
  • Discount of your health insurance
  • A personal budget for sustainable employability


KLM has been hit hard by the COVID-19 pandemic. Thanks in part to loans and guarantees from the Dutch Government, we are working on our recovery. Fortunately, working at KLM is still fun! Colleagues are still proud of KLM and the work they do, and many things at KLM remain unchanged and well organised.


Ready for your next destination?

Don’t wait any longer, send us your CV before the final boarding call on 30 januari 2022! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. Within two weeks you will receive a message from us. Your application procedure consists of two interviews and an ability test and possible a file- and/or reference check.

1st round: online ability test

2nd round: first interview

3rd round: second interview



If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, don't forget to mention the vacancy number: #9640.


Hiring manager

Victor Vaessen: VICTOR.VAESSEN@KLM.COM or +31610515997



Ginette Bunker: GINETTE.BUNKER@KLM.COM or 06-27832262


Details from this vacancy are not to be used for marketing purposes.