Customer Journey Expert - Representation management

You will be part of the Customer Data area within the Digital Business Banking department. We are looking for a project manager type that will lead an innovative change on representation management, aka how companies are able to correctly digitally sign agreements, such as opening of a new credit, account, etc…

We provide 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.

We are looking for a project manager type that will lead an innovative change on representation
management, aka how companies are able to correctly digitally sign agreements, such as opening of a new
credit, account, etc...
This is a 2 year long project, on which you will take the lead together with your tech counterpart.
After that period, you will continue to enhance roles management through continuous improvements.

Your key responsibilities
Design, monitor and improve customer journeys for Representation management
•Map customer journeys related to the management of the representation of their company,
•Analyse the customers’ needs and pain points with regards to the management of their data,
•Formulate viable solutions to improve the customer experience,
•Document and prepare training material and procedures for other colleagues,
•Continuously improve customer journeys based on customer feedback, metrics, or benchmarks,
Deliver differentiating customer experiences
•Take a leading role in the implementation of differentiating customer experience initiatives, tools,
and processes,
•Collaborate closely with IT engineers as one team (squad), to make things happen,
•Validate solutions by executing end-2-end user tests, raise and communicate problems with the
team (squad),
•Assist with stakeholder engagement by arranging actions, meetings, events, and supporting
materials to promote stakeholder understanding and commitment,
Ensure compliance with regulatory requirements
•Gain understanding of the regulatory needs in Customer Data and proactively work out solutions,
•Follow the appropriate procedures on Risk Management

We look for
A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be
successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life
and embrace challenges in a fast changing and complex environment. You are a naturally collaborativeperson who listens and invests in others to achieve common goals. You love to challenge the status quo
and are eager to propose creative solutions to problems.

As a Customer Journey Expert for Customer Data, you will also need:
•A College/ University degree, or relevant experience
•Minimum 3 – 5 years of working experience in the banking sector, of which minimum 2 year in digitalization/delivery of customer journeys,
•Experience with data analysis and project delivery,
•Fluency in English (and French or Dutch is a plus),
•IT savviness and ability to interact with IT colleagues,
•Ability to organize your own work in function of team priorities,
•A can-do and proactive attitude, and strong customer focus,
•Openness to give and receive feedback.
•Background on the OnePam model is a plus

We offer you
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.
Furthermore, within the Digital Business Banking department, you can count on a range of opportunities to invest in your personal and professional growth with:
•A role at the heart of the bank’s strategy: customer data is involved in every important step for our
customers,
•A rich offering in courses and trainings, both on technical and soft skills,
•Challenging projects & a steep learning curve.

We redefine banking. What about you?
We’re on a journey that’s centred around our customers, powered by technology, driven by smart and
determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!