About us:
At NN Hellas, we're proud to be the #1 insurance company in Greece, offering innovative insurance solutions that cover the entire territory of Greece since the 80’s! We have a proven record of taking great care of our employees – we were considered a Top-Employer for 8 consecutive years.
What you will do:
We are seeking a Customer Journey Business Analyst (Salesforce) that will act as the subject matter expert for all customer-related processes within the Salesforce Product Team. The role focuses on enabling, optimizing, and supporting customer journeys across the insurance lifecycle, ensuring that Salesforce solutions deliver measurable business value and exceptional customer experience.
This role sits within the Customer Journey area of the Salesforce product landscape.
Your day-to-day:
- Strengthen the Salesforce Product Team’s understanding of customer-facing operations, needs, and pain points.
- Ensure Salesforce solutions reflect real business requirements, customer expectations, and operational constraints.
- Act as the internal Customer Journey subject matter expert, supporting all customer lifecycle stages (onboarding, service, renewals, claims).
- Collaborate closely with the Salesforce Product Owner and Agile Team to design effective, scalable Salesforce solutions.
- Analyze existing customer service and operational processes, identifying areas for improvement and mapping opportunities to Salesforce capabilities.
- Translate business requirements into clear, structured functional specifications, user stories, and Salesforce-aligned acceptance criteria.
- Write, refine, and groom user stories ensuring clarity, testability, and alignment with business priorities.
- Participate in Agile ceremonies (sprint planning, backlog refinement, sprint reviews) and support continuous delivery.
- Define test scenarios and execute/participate in UAT to ensure newly delivered Salesforce features meet expectations.
- Validate that delivered capabilities support operational KPIs such as faster handling times, improved accuracy, and higher customer satisfaction.
- Support change management by assisting in business readiness, training sessions, and stakeholder communication.
- Drive user adoption of Salesforce capabilities, ensuring solutions are intuitive, efficient, and fully aligned with daily business operations.
- Contribute to long-term Salesforce roadmap discussions, advocating for customer-centric enhancements and scalability.
Qualifications
- Bachelor’s degree in Business Administration, Information Systems, Engineering, or related field.
- 2+ years of experience in Business Analysis, Customer Operations, Service Excellence, or similar roles.
- Proven experience working with Salesforce, ideally with Service Cloud, Experience Cloud, or customer‑facing modules.
- Strong understanding of customer service processes, customer journeys, and operational KPIs.
- Hands-on experience in Agile / Scrum environments, including user story creation and backlog refinement.
- Excellent analytical and problem-solving skills, with the ability to translate business needs into structured technical requirements.
- Strong communication and stakeholder management skills, comfortable working with cross-functional teams.
- Ability to perform process mapping, identify gaps, and propose Salesforce-driven improvements.
- Detail-oriented, organized, and capable of working in a fast-paced, iterative delivery environment.
- Experience with UAT planning, test execution, and validation of delivered features is a strong plus.
What we offer:
- Extensive training opportunities – on-demand and on-site options
- Partnerships with educational institutions across Greece for advanced education, with tuition support
- Comprehensive Health Insurance for peace of mind and financial protection
- Pension Scheme to secure your financial future
- Well-being and work-life balance programs
- One-time budget for home-office equipment
- Recognition and rewards for excellence
- Monthly meal allowance
- Recently renovated offices in a central location with easy access
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What We Do
NN Group is an international financial services company, active in 11 countries, with a strong presence in a number of European countries and Japan. Our roots lie in the Netherlands, with a rich history of more than 175 years. With our 16,000 employees, NN Group provides retirement services, pensions, insurance, banking and investments to approximately 19 million customers. NN Group includes Nationale-Nederlanden, NN, ABN AMRO Insurance, Movir, AZL, BeFrank, OHRA and Woonnu. NN Group opened for trading on 2 July 2014 on Euronext Amsterdam under the symbol ‘NN’ after its initial public offering (IPO). For more than 175 years, our company has merged, grown and changed, but the core of who we are has remained the same. At NN Group, we put our resources, expertise, and networks to use for the well-being of our customers, the advancement of our communities, the preservation of our planet, and for the promotion of a stable, inclusive, and sustainable economy. Our purpose is to help people care for what matters most to them. Because what matters to them matters to us.
