Customer Journey Expert

Customer Journey Expert - Fraud Prevention

Customer Journey Expert - Fraud Prevention

Fraud & Cyber Security Belgium

50% work from home

**A day in the life of a Fraud Prevention customer journey expert**

Each year fraudsters are becoming more innovative, more efficient, and more persuasive in their attempts to steal our customers’ funds. The traumatic impact on our customers, the bank and society cannot be underestimated as personal life savings evaporate and companies’ funds disappear, driving them to bankruptcy.

In Fraud Prevention and Detection it is our mission to design and build processes that allow the customer to interact in a secure manner with the bank and to ensure that our customers have all the tools and information they need to recognise fraud and to keep themselves safe from harm.

As a Customer Journey Expert in the Fraud & Cyber Security Tribe, it is your responsibility to build hard-to-abuse, intuitive, customer-oriented processes as well as minimising the time-to-market of new solutions, by leveraging on innovation, smart data and taking all regulatory requirements and hazards into consideration.

**Your key responsibilities**
- You build and continuously improve end2end customer or employee journeys related to (Strong) Customer Authentication, digital electronic signatures, and other fraud related user journeys.
- You coordinate all involved stakeholders and development teams, cross-Tribe and cross-border, to ensure a smooth roll-out of the user journeys.
- You safeguard the quality of new user journeys before they go live and maintaining the quality of existing user journeys.
- You ensure that risks are pro-actively identified and risk mitigating actions are implemented within the agreed timelines.
- You collect insights from customers & colleagues, and you follow trends on the market to design and implement new user journeys.
- You participate actively and take initiatives to improve the collaboration between senior management, global and local experts.
- You leverage the way of working based on your knowledge of the Fraud Prevention IT architecture landscape.

**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.

As a customer journey expert in the Fraud & Cyber Security Tribe you will also need to:

- Have an academic degree
- Have at least 5 years relevant work experience in IT project management, requirements analysis and user experience design
- Have excellent problem solving and analytical skills
- Have proven planning and organisational skills
- Are able to report in a transparent and concise manner towards senior and executive stakeholders.
- Are data fluent
- Are fluent in English (written & oral)
- Have an entrepreneurial attitude, allowing you to work autonomously and take initiative
- Are passionate by innovation and digitalisation
- Are eager to learn and understand about the mechanisms of fraud

**As a Customer Journey Expert Fraud Prevention, you will have the opportunity to**:
A clear purpose, a unique offer and a range of flexible compensation and other benefits:

- Personal growth & challenging work with endless opportunities to realise your ambitions
- An informal, dynamic environment with innovative colleagues supporting your endeavours
- A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working
- We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.
- challenging projects & a steep learning curve
- working in an international environment