Senior Customer Journey Expert – Digital Business Onboarding

Senior Customer Journey Expert – Digital
Business Onboarding
Senior Customer Journey Expert Digital Business Onboarding
Digital Business Banking | Customer Data & Onboarding
~50% work from home
Hiring Manager: Michel Eeman
One of your future colleagues: Amanda Mendes Moscardini

A day in the life of a Senior Customer Journey Expert Digital Business Onboarding
You will create and improve the digital journeys to onboard business customers:
•Designing and improving seamless, secure and personalized digital journeys
to onboard business customers of all sizes

•Leading the implementation and performance of techniques such as voice of
the customer initiatives, journey mapping, and qualitative touchpoint analysis
to identify customer pain points, challenges, and hurdles
•Coordinating the delivery: from the definition and follow up of the
implementation roadmap to the management of project delivery of the digital
journeys including dependency management and senior stakeholder
management, ensuring the solution is delivered in a timely manner
•Working together with IT, Know Your Customer (KYC) and Products
colleagues to build and test new features
•Taking ownership on risk management and following the appropriate procedures to assess and mitigate financial risk and non-financial risk

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.
•University Master’s degree, with a minimum 10 years relevant experience
•(Business) Banking background
•Extensive experience with customer onboarding and/or Know Your Customer
(KYC) processes, as well as digitalization projects
•Senior project management / product owner experience
•Strong analytical and data skills to uncover customer insights
•Expertise in customer journey mapping and business process design
•IT savviness and ability to interact with IT architects, feature engineers and
developers
•Excellent stakeholder management & communications skills
•To make things happen thanks to your ‘can-do’ attitude and autonomy, with
diligent respect for the (risk) processes

As a Senior Customer Journey Expert Digital Business Onboarding, you will have the opportunity to:
•Work at the heart of the bank’s strategy: customer data is involved in every important step for our customers
•Develop yourself through a rich offering in courses and trainings, both on
technical and soft skills, and on-the-job learning
•Contribute to challenging projects

The team
You will be part of the Customer Data area within the Digital Business Banking
department. We provide our retail and business customers with digital and user-friendly processes to manage their data, while complying with relevant regulatory requirements, such as GDPR and KYC. We ensure that these data are well managed, up to date, and protected.
Within this area, you will be in the centre of the Bank, serving both the internal and external worlds. As Customer Journey Expert, you will shape the digital evolution of customer data processes and applications. In everything you do, you will always keep the customer at heart.
Within Customer Data, you will be a member of the team focusing on the onboarding
and data of our business customers (legal entities and self-employed).
Would you like to get to know the department better? Book a coffee with the hiring
manager, a team member, or the recruiter. In a second phase you could get to know
the job content better via a My Job Your Job.