Senior Customer Journey Expert

A day in the life of a Payment Customer Journey Expert

As a Customer Journey Expert in the Payments area, you can:

- Understand the customer: you have a profound knowledge of customer expectations, and you follow up pro-actively the delivery of the digital journeys including dependency management and stakeholder management to ensure the delivered solution fits the customers’ needs. For this, you work closely together with colleagues having different expertise (product squad members, UX, segments,.)
- Understand the product: you understand the customer journeys, product specificities and digital landscape. You take responsibility of continuously evaluate and simplify/improve payment journeys to ensure excellent customer experience - all of this within the risk, legislative and regulatory frameworks.
- Help the squad: you help the squad to overcome impediments by looking at creative alternatives and document business logic and mapping towards IT components. You make clear documentation (functional analysis, sequence diagrams, risk documentation,) to support the IT development and you also ensure proper testing and debugging features for production readiness.
- Coordinate the delivery: you can define and follow up on the implementation roadmap and ensure the solution is delivered in a timely manner. You escalate to hierarchy when needed and you provide regular status reporting.

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.
- You have senior project management / product owner experience
- You have experience with working with Tech and an appetite for it: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds
- You have strong analytical skills, a problem solving mindset and are able to work on several topics in parallel on a day-to-day basis
- You are keen to learn fast and capable of acquiring a good functional understanding of automated processes and computer systems (Java API, Postman, Devtool, Kibana,)
- You have excellent stakeholder and communication skills: you love coordinating and collaborating with different people and you are able to discuss with architects and developers
- You are driven and customer focused
- Making things happen thanks to your ‘can do’ attitude: you work in an autonomous way, you take initiative and you take decisions
- Experience in the Payments domains is a plus
- Fluent in English
- Master degree with a minimum of 10 years relevant experience

As a Payments Customer Journey Expert, you will have the opportunity to:

- Grow in the world of digitalization and payments: from working with IT to driving the design and delivery of new customer journeys and services.
- Work with innovative colleagues and find creative solutions
- Work in an environment that continuously evolves and appreciates new ideas

The team: Trojans Squad

You will be joining the Trojans squad that is composed out of payment customer journey experts and developers. They also work tightly with architects.

The Trojans squad is responsible for key digital capabilities serving the whole Payments & Reporting area, covering multiple payment products such as SEPA credit transfers and direct debits, international payments, innovative business clients offering and customer transactions reporting.

The squad builds new payment journeys and improves existing customer journeys, and works closely together with (product) squads who define the business requirements.