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The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within Agile organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of marketing, product management, channel and process optimisation. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Lending products, Customer Journey, Product development and collaboration with third party solutions providers.
Your key responsibilities:
– You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the journeys we are offering;
– You are responsible for designing, developing & operating the solutions for our clients that allows them to stay a step ahead in life and business;
– Offering a differentiating customer experience by continuous innovations starting from client centricity;
– Offering Lending data extraction solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
– Ensure seamless customer experience in the full customer journey from pre sales to onboarding to in life;
– Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
– You development, implement and communicate the roadmap;
– You help the Product Owner to manage and prioritize the backlog at the level of user stories, features and epics;
– You define business requirements for the development of products and services and support the Product Owner in the QBR process;
– You have understanding of client needs, digitization and API’s, bridging IT and business;
– You are able to simplify solutions and processes and tell the story clearly to clients and operations and front-office colleagues;
– You have analytical skills and takes decisions based on data and facts;
– You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies;
– You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast changing context of digital transformation.
Eisen waaraan je moet voldoen
– Master or bachelor degree.
– Minimal 3 -5 years of working experience (depending on the seniority level) in WB Lending (Front Office, Legal or Mid Office)
– A personality and the capabilities to optimally function within an Agile environment.
– Experience/affinity with Machine Learning and/or Natural Language Processing.
– Excellent level of English.
Wie jij bent
You are an ambitious and experienced Customer Journey Expert who can add value based on his/her in depth knowledge on WB lending and lending legal deal and security documentation. You also have knowledge about the Lending document drafting, negotiation, signing and data capturing process and have a vison to further automate this journey for our clients and internal employees. You are passionate, bring new ideas, open to others suggestion and a great team player. You have good communication skills and open to learn new skills. You are on top of market trends and would be at ease talking about how technology as well as Lending is evolving.
Alle bovenstaande eisen zijn harde criteria eisen. Je dient alle gevraagde functie eisen te bezitten, alleen dan kunnen wij je verder meenemen in de selectie.
MUST: Graag ontvangen wij van jou het volledige CV en waaruit kennis/ervaring in bovenstaande blijkt, inclusief een motivatie.
Geef ook in je CV het volgende aan:
Hoeveel uur per week;
Uurtarief ex BTW, inclusief reis- en verblijfkosten of Salaris.
Note: Niet op alle opdrachten is het gewenst dat ZZP'ers worden voorgesteld. ZZP’ers kunnen wel reageren. ZZP tarieven wordt omgerekend naar payroll contract. Vraag naar de mogelijkheden zie contactpagina voor meer informatie.