• Job code: QR8278
  • Management/Consultancy/Analyse/Coaching

Customer Journey Expert

Amsterdam

For our client in Amsterdam we are looking for a Customer Journey Expert - Business Support Systems


Company culture

- A customer centric and result driven mentality with professional, high quality standards

- An organization that values initiative and entrepreneurship

- A true hands-on mentality


Job:

Our client is looking for an ambitious Customer Journey Expert for Business Support Systems. You work on optimizing customer and internal business processes. Together with the Product Owner you lead and manage the end-to-end customer journey design, development and implementations in this field.


You monitor that the tools, workflow systems, and process improvements you implement are accepted by its users. You can connect analysis and practice. You really want to mean something for the customers and internal stakeholders. 

In addition, you have tangible experience with process improvement and you are able to stand for the quality and development of your product on the basis of a clear vision


Tasks:

In daily close collaboration with your squad and business representatives you are continuously working on designing, developing and implementing improvements based on fact-based (customer) insights. Including that successful propositions and improvements are implemented and secured in our processes. The technique to organize the customer journey is in full development. You will ensure that this technique is continuously improved so that the employees can immediately facilitate customer requests. 


Profile:

An enthusiastic professional who gets energy from working on concrete and tangible results. You like doing that with multidisciplinary team(s) and jointly taking responsibility for realizing the purpose of your squad(s). At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to the end result. Customer perspective is your primary driver.

You think and work at a Master’s level. You are analytically strong and can structure complex problems. Furthermore, your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you.

You have overall process improvement knowledge (LEAN thinking) and experience with the realization of operational management

You have experience with workflow management tools (like SBM and Pega) 

You have experience as a Customer Journey Expert and are driven to continually develop and / or broaden your own expertise.

You have affinity with IT and experience in working with IT engineers in translating customer service to technical solutions

You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. 

You are a naturally collaborative person who listens and invests in others to achieve common goals. 

Hands-on experience in agile delivery methodology

You translate qualitative insights into relevant and impactful propositions and improvements; This enables you to connect different disciplines

Fluent in written and spoken Dutch and English

Knowledge of banking products and processes is a preference


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