Customer Journey Expert III

GJA: 16

You are obsessed by customer satisfaction. You want to shape the best value proposition for our affluent customers. You want to practice your project management skills on exciting assignments. Please read carefully the following Job description.

Key Responsibilities:

• Lead and manage multiple projects from initiation to completion.
• Develop detailed project plans, including scope, objectives, timelines, and resource allocation.
• Collaborate with cross-functional teams to ensure project / customer journey alignment with business goals.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Monitor customer feedback and analytics to identify trends and areas for enhancement.
• Communicate project status, journey insights, updates, and outcomes to stakeholders and senior management.
• Ensure projects are delivered within budget and meet quality standards.
• Design and optimize end-to-end customer journeys to enhance customer satisfaction and loyalty.
• Develop detailed journey maps, including touchpoints, pain points, and opportunities for improvement.
• Facilitate change management processes to ensure smooth transitions and adoption of new banking / customer-centric initiatives.
• Foster a collaborative and positive team environment.

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.

We are looking for a candidate having :

• Master’s degree in Business, Finance, Marketing, Management, or a related field.
• Proven experience as a Project Manager / Customer Journey Expert, with a focus on commercial projects and change management.
• Strong understanding of customer experience principles, banking operations, regulations, and compliance requirements.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong problem-solving and decision-making abilities.

As a Customer Journey you will have the opportunity to:

• Growth personally & perform challenging work with endless opportunities to realize your ambitions.
• Work in an informal, dynamic environment with innovative colleagues supporting your endeavours.
• Participate in courses and trainings within the analytical domain.
• Work in an environment that stimulates continuous learning and improvement, and the possibility to experience over time multiple different aspects within data analytics.

The team

For this position you will join as an experienced Customer Journey Expert  in the Investments tribe. Here you will be part of an Agile environment by being a member of a multidisciplinary team of 10 professionals. The main mission of the team is Business Development focusing on value proposition enhancement, facilitating commercial steering and support to bankers.