Business Analyst - Full Remote Portugal

ABOUT THE OPPORTUNITY Join a major Swiss telecommunications provider and one of the country's leading operators, offering mobile, broadband, TV, and landline services to both residential and business customers. As an Operational Excellence Manager, you'll lead the continuous improvement agenda across operations, taking full accountability for identifying, prioritizing, and delivering impactful process enhancements that directly affect product excellence. This is a leadership role where you'll define vision, governance, and roadmap for operational excellence initiatives while driving cross-functional alignment across Operations, Product, and Technology. With full remote flexibility from Portugal, this mid-to-senior level position offers the opportunity to embed a culture of continuous improvement across a dynamic telecommunications organization. PROJECT & CONTEXT You'll own and steer the end-to-end Frontline Fixes Program, ensuring clear direction, strong governance, structured roadmap, and measurable impact aligned with operational and customer priorities. This isn't a supporting role — you'll set direction, drive execution through dedicated agile squads, and act as the central point of accountability across multiple departments. Your responsibilities include designing and leading structured frontline forums to capture agent feedback, translating frontline insights into well-defined problem statements, and embedding a scalable continuous improvement framework covering intake, triage, prioritization, and tracking. You'll oversee delivery by converting priorities into actionable backlogs, removing blockers, and balancing quick wins with strategic change. Stakeholder alignment, adoption, and long-term cultural change will be critical to your success as you drive sustainable, data-driven process enhancements. WHAT WE'RE LOOKING FOR (Required) 4+ years of experience in Operational Excellence, Business Analysis, or relevant operational roles (Customer Service, Retail/Stores, Technical Operations) Proven track record leading end-to-end process improvement initiatives with measurable business impact Strong ownership mindset with ability to independently identify opportunities, define solutions, and drive execution Demonstrated experience in stakeholder management and cross-functional alignment across Operations, Product, and Technology Ability to translate complex business challenges into structured problem statements and actionable roadmaps Data-driven approach with strong analytical and problem-solving skills Proactive and hands-on attitude with confidence to challenge the status quo and drive change Experience working in agile environments and leading or collaborating with cross-functional teams or squads Strong communication skills with ability to influence decision-making at different organizational levels Ability to analyze and understand business problems and opportunities Fluency in English (B2 Upper Intermediate minimum) Available for full remote work from Portugal NICE TO HAVE (Preferred) German language proficiency Italian language proficiency French language proficiency Experience in telecommunications or technology sectors Background in customer experience optimization Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies Experience building and maintaining governance frameworks Understanding of product development processes Languages Required: English (B2 Upper Intermediate minimum), German/Italian/French (nice to have) Work Model: Full Remote — must be based in Portugal Experience Level: Mid to Senior (4+ years)