Senior Customer Journey Expert
il y a 1 semaine
Currently working with one of the most successful and largest Financial Institutes in the world, on an exciting opportunity to join their team in Brussels, Belgium.
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Our client is currently seeking a Senior Customer Journey expert, with strong business analysis experience and Technical development life cycle understanding, to bring fresh ideas to life and embrace challenges in a fast changing and complex environment, improving customer and colleague experience.
Main Responsibilities Include:
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Ensure an excellent customer and employee experience on digital journeys
Gaining a profound understanding of the market and target Customers â€" you have a deep knowledge of customer needs, market trends, fintech players, competition and digital experience etc.
to be able to define the best user experience for our customersExplore customer needs by using standard business methodology and tools (interviews, customer journey maps, hypothesis cards, experiments ...).
Based on those needs, write business analysis for new digital channels' features and customer/employee journeys, within the risk, legislation and regulatory frameworks.
Work closely together with colleagues with different expertise (UX, data analyst, communication, developers, ops engineers, ....) and make clear documentation (Business Analysis, tagging measurement plan, functional analysis and User Flows) to support the IT development.
Follow up proactively the delivery of the digital journey including dependencies management.Make User Acceptance Testing plans and execute them End to End, Actively participating and taking initiatives to improve the collaboration between different stakeholders and colleagues in other teams with the aim to create even more added value to our customers.
Steer the digital roadmap for app & web related to cards & payments, as well as maintain main digital flows, in order to reach our digital & mobile ambitions and become the best mobile bank.
Main RequirementsFrench AND/OR Dutch Language speaker
Fluent in EnglishÂ
2 days in the office a week in Brussels
You are driven and customer focused; you have a passion for Customer Experience
You have an open mindset for innovations and new trends in the market
You have strong analytical skills to interpret data and uncover customer insights.
You can write a Business Analysis or create User Flows or low-fidelity prototypes to give clear functional requirements to the developers of your team.
You know Payments products/services (Payments & Cards)You are keen to learn fast
Excellent stakeholder management is essential:
you love collaborating with different people and working within an international context.
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