Senior Customer Journey Expert – Payments BE Tribe – E-invoicing and expense manager platform

A day in the life of a Payment Customer Journey Expert

As a Customer Journey Expert in the Payments area, you will:

●      Understand the customer: you have a profound knowledge of customer expectations, needs and frustrations and you can revert to existing tools to capture feedback.

●      Understand the market trends: you have a good knowledge of the e-invoicing specificities / regulation, latest market trends in invoicing and the competitive offering within the digital landscape to be able to define the best user experience for our customers.

●      Understand the product: you understand the customer journeys and you take responsibility of continuously evaluate and simplify/improve them to offer a competitive product - all of this within the risk, legislative and regulatory frameworks. You make clear documentation (functional analysis, (refinement of) business analysis, process mapping, risk documentation, …) to support the IT development and you also ensure proper testing and debugging features for production readiness.

●      Maintain partnerships: you are responsible to manage the vendor relationship, you ensure day-to-day follow up and you are the operational point of contact. You also work closely together with internal colleagues with different expertise (segment, UX, developers, feature engineer, ….).

●      Coordinate the delivery: you will define and follow up on the implementation roadmap and ensure the solution is delivered in a timely manner.  You escalate to hierarchy when needed, you provide regular status reporting, and you facilitate SteerCo meetings.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

●      You are driven and customer focused

●      You have senior project management / product owner experience 

●      Making things happen thanks to your ‘can do’ attitude: you work in an autonomous and structured way, you take initiative and you take decisions

●      Excellent stakeholder and communication skills is essential: you love coordinating and collaborating with different people, both at the business side (segment, marketing, customer support) and the IT side (architects, developers)

●      You have experience with working with Tech and an appetite for it: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds

●      Knowledge of Belgian and European e-invoicing regulation is a plus

●      Knowledge of the e-invoice market offering (current and trends - banks and fintech) is a plus

●      Knowledge of the Easy Business Banking segment is a plus

●      Fluent in English

●      Master degree with a minimum of 10 years relevant experience

As a Payments Customer Journey Expert, you will have the opportunity to:

●      Work on the conception “from scratch” of a new competitive offering with high internal visibility

●      Grow in the world of digitalization and payments: from working with IT to driving the design and delivery of new customer journeys and services. 

●      Work with innovative colleagues and find creative solutions.

●      Work in an environment that continuously evolves and appreciates new ideas.

The team: Pathfinders Squad

You will be joining the Pathfinders squad that is composed out of payment customer journey experts, a feature engineer and developers. They also work closely with architects.

The Pathfinders squad is responsible for implementing and enriching our web and app banking channels with an electronic invoicing solution for our business customers. 

The squad is focused on innovation and will integrate an invoicing tool in our business banking channels and will be responsible to ensure we offer a competitive and attractive invoicing solution.