• Job code: QR9160
  • Management/Consultancy/Analyse/Coaching

Customer Journey Expert / Business Analyst

Amsterdam

For our client in Amsterdam, we are looking for a Customer Journey Expert / Business Analyst

For our client’s Payments & Settlement Services we are looking for a Customer Journey Expert / Business Analyst with experience in the Payments Initiate Domain (Order Management) to strengthen our team. The Customer Journey Expert has end-to-end responsibility for the development, migration, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer experience. For this CJE function we are looking for a CJE with a Business Analysis profile with proven experience and knowledge of the E2E Payments lifecycle and its products. You will be part of a migration team that migrates applications from legacy to target landscape.

 

Your work environment and Role:

The Payments & Settlement Services works according to agile principles in self-organising teams. Important aspects in this way of working are self-starting attitude, flexibility, continuous development, continuous improvement, collaboration within the squad and active and positive collaboration with other squads. Together with the other Customer Journey Experts you have an end-to-end responsibility for the Development of the strategic order management capability. Order management is primarily positioned as a business capability and in order to develop this as such, you will be responsible for gathering and translating customer demands and requirements into business functionalities and capabilities from which the Squads can translate the required IT deliveries supporting the Business capabilities.

You will become part of the squad(s) within our client’s agile organisation responsible for delivering this strategic order management capability. Where you will pave the way for a successful migration of customer journeys on the legacy capabilities to the strategic order management capability.

 

Your key responsibilities

• You will help improve the value proposition.

• Ensure their license to operate by complying to internal as well as external regulations.

• You are representing the voice of the customer and focus on continuously improving the journeys they are offering.

• You can simplify solutions and processes and tell the story clearly to clients, stakeholders and colleagues

Who are you?

Skills and experience

• Bachelor or Master degree / level.

• Minimal 3-5 years of proven experience and knowledge of the E2E payments lifecycle and its products and services.

• Payments life cycle (from initiation to reporting/reconciliation)

• Payment standards SEPA, Instant Payments, Domestic, International, RTGS, ISO 20022 for MX and SWIFT MTs, PSD regulation

• Follow Market developments like E-banking, Digital Channels, Open Banking developments

• You have analytical skills and take decisions based on data and facts

• Excellent in English (Dutch is a pre).

• Analytical mindset and behaviour

• Customer Journey mapping – persona’s definition – Canvas – PACE

• Customer experience: UX design

• Business Requirements gathering / requirements management

• Business-Process analysis and modelling

• Technical implementation and integration support (business verifications)

• Test support

 

Competences

• You are proactive and have a natural drive to act and deliver results on time.

• Excellent team player.

• Take initiative, work accurate and in a structured and disciplined manner, has patience and resilience to handle setbacks.

• Have a sharp eye for details, while not losing the overall picture.

• You are highly self-organising, pragmatic and always seek opportunities to improve the work.

• Internationally oriented.

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