Customer Journey Expert Online Business Lending

Job Description: Customer Journey Expert (CJE) – Business Lending Tribe

Role and Responsibilities

As a Customer Journey Expert (CJE) within the Business Lending Tribe, you are responsible for optimizing the customer experience throughout the business lending journey. You analyse the needs of business clients, identify pain points, and collaborate with multidisciplinary teams to develop innovative solutions that make the application and management process for business loans easier, faster, and more customer-friendly.

You will start in the Online Area within the Bank Guarantees team. In this role, you will participate in designing new client journeys and adjusting and improving existing journeys—from concept and design to testing and implementation. You will work closely with IT, Product Owners, and other stakeholders within and outside the Tribe. You ensure that feedback from customers and colleagues is translated into concrete actions, and you consistently safeguard the quality of the service provided.

Key Responsibilities

• Analyse and improve client journeys within Business Lending.

• Translate needs into requirements and user stories.

• Collaborate with internal and external stakeholders to implement solutions.

• Monitor results and drive continuous optimization.

• Translate laws and regulations into practical processes for customers.

• Monitor incidents, identify solutions, and implement improvements.

• Ensure full compliance with all internal and external risk and regulatory requirements.

Profile of the Ideal Candidate

The ideal candidate is analytically strong, customer-oriented, and has excellent communication skills. You have affinity with digitization, innovation, and working in Agile teams. Experience in banking is considered an asset.

We offer you: 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavors’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!