Customer Journey Expert

Your role and work environment

We are scaling our digital solutions by further improve our internal processes (via workflow tooling) but also give more processes back to our customers via our Inside Business Portal. As a Customer Journey Expert (CJE) you will be a key player and make complex changes happen within and across Tribes. The CJE has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills.

Your key responsibilities

• You will report to the Product Lead of your product space
• You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value
• You will continuously improve the Product and service and the related customer journey based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance test
• You will bridge the gap between users and developers, data analyst in the team
• Translating the voice of the user into clear requirements for your IT colleagues
• You will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc
• You will be responsible for continuous learning and sharing of your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the Lending Delivery organization
• You will use different ways of working like design thinking, lean startup and agility toensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast. Customer journey mapping is one of the key artifacts you need be familiar with

We are looking for:

• Bachelor and/or master’s degree.
• Payment’s business background (MUST)
• Knowledge on PACS & SWIFT ISO20022 Major plus
• Translating business requirements into functional specifications / user stories.
• Able to flesh out required test scenarios with business users.
• Show structural thinking skills to resolve issues and define solutions.
• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products and IT is a plus; (Optional)
• Experience in supporting a global user community.
• Minimal 3-8 years of working experience in this area.
• Excellent level of English.
• Understand Agile Scrum way of working.
• Proactive, willing to learn, staying for the long haul

Education and background

• Minimal 3 – 5+ years of working experience
• Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment
• Experience/affinity with Wholesale Banking within Front Office or Operations
• Interested in new technology
• Excellent command of English