B2C Digital Channels Technology Business Analyst

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JOB PURPOSE

MSC Cruises is the world's third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises - the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.
We are looking for a motivated and skilled Business Analyst to join our Digital Technology department. You will contribute to strategic initiatives within our B2C channel, supporting the transformation of our digital platforms.
The position is based in Naples or Milan office, with up to 2 days per week of remote work.

KEY ACCOUNTABILITIES

As a B2C Business Analyst, you will play a key role in identifying and translating business needs into structured and actionable requirements. You will:
* Gather and analyze requirements raised by the business stakeholders that impact on B2C channels;
* Translate requirements into technical, structured functional specifications and user stories for the development team
* Collaborate closely with Product Owners, Scrum Masters, and technical teams;
* Participate in PI Planning and Agile ceremonies under the SAFe framework;
* Contribute to the transformation stream focused on enhancing our digital channels and marketing ecosystems.
You will also bring strong technical awareness to the role, validating requirements through hands-on API testing and using visual tools to design and document business processes clearly and effectively. You should also feel confident navigating and interpreting complex architectural diagrams, with prior experience in understanding and working with technical solution designs.
* Work closely with stakeholders to define B2C functional and technical requirements;
* Manage and refine product backlog using Jira and document outcomes in Confluence;
* Support workshops and co-design sessions with tools such as Miro;
* Create flow diagrams, concept maps, and structured documentation to support requirement clarity and traceability;
* Perform basic API testing (e.g., with Postman) to validate and refine requirements when necessary;
* Monitor and interpret product KPIs such as Core Web Vitals. Collaborating with stakeholders on understanding business KPI;
* Familiarity with performance monitoring and observability tools such as Dynatrace and Splunk is required, along with an understanding of customer-centric metrics like Net Promoter Score (NPS);
* Contribute to continuous improvement of Agile delivery processes within the SAFe framework.

QUALIFICATIONS (skills, competencies, experience)

* Bachelor's degree (or similar) in IT Engineering, Computer Science, Business, or Project Management;
* Proven experience as a Business Analyst, ideally within digital environments;
* Solid understanding of Agile methodologies, preferably within a SAFe framework;
* Strong technical skills to support analysis, including:
* API interaction and validation (e.g., Postman);
* Basic knowledge of web technologies (HTML, REST, CSS, etc.) and basic programming knowledge of frameworks and libraries such as React, Vue.js, Node.js, and jQuery.
* Understanding of system architecture, integration patterns, and API gateway/orchestration layers (e.g., Layer7, Mulesoft);
* Proficiency in requirement visualization and documentation tools such as: Miro, Lucidchart, Draw.io, Visio;
* Hands-on experience with Jira and Confluence;
* Experience in identifying, orchestrating, and tracking E2E delivery activities, from defining business value and goals to implementing systems used by real production users.
* Excellent analytical and problem-solving skills, with the ability to work independently and collaboratively across teams;
* Able to manage complex interactions and connections with stakeholders to drive satisfaction and loyalty.
* Adapts behavior, communication style, and interactions with stakeholders based on their needs.
* Able to simplify and adapt complex ideas to the audience level.
* Ability to not be afraid to say no to a stakeholders with valid reasoning.
* Experience in guiding the stakeholders about solutions.
* May present as a functional expert in a product.
* Clear and effective communication skills, with the ability to structure and document business requirements precisely;
* Fluency in Italian and English, both written and spoken;
* Basic experience with Content Management Systems (CMS) is required.
* Knowledge of the Adobe ecosystem (e.g., Adobe Experience Manager) is considered a plus;
* Availability to travel occasionally (up to 10% of working days annually).

VISA REQUIREMENTS

* Right to work in Italy

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here