DirecciónRole & work environment
As a Customer Journey Expert (CJE) Digital Business Banking Channels, you will analyse the behaviour of our business users when banking on their digital channels. Armed with insights into what they look for, the actions they perform and what they expect, you will design and build end-to-end customer journeys that ensure the best possible digital experience for our business users.
This year we have started the migration of our Business Customers from the legacy channels (Business’Bank and SmartBanking App) to the new channels (One Web & One App). Our Product Area purpose is “Digital intrapreneurs fostering your business”. As a CJE in our Channels product area, you will work in close collaboration with your colleagues from different squads or tribes to bring new or improved features to the app or the web business channels, and enhance the customer experience.
As “freelance” CJE, you will not be assigned long-term to a specific squad. You will support squads in need of help. The assignment will be decided by the Chapter Leads based on workload of squads needing CJEs support. It will be reassessed on a regular basis (e.g. during POCLACs…) but the assignments will last for at least 3 to 6 months. It will be an opportunity for you to see different aspects of the Digital Business banking, to increase your expertise on digital and to build a wide internal network.
Your key responsibilities
- Ensure an excellent customer experience on our Digital Business channels.
- Collect market and competition insights to have a deep understanding of client’s Digital Business channels’ needs.
Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …). - Based on those needs, write business analysis for new digital channels’ features and customer journeys, within the risk, legislation and regulatory frameworks.
- Keep a good level of knowledge of digital trends and banking products.
- Work in an Agile way
- Work closely together with colleagues with different expertise in self-steering squads (UX, data analyst, communication, developers, ops engineers,….).
- Exercise freedom in defining the goals, resources and deadlines for each element you deliver as a team.
- Deliver both minor and major improvements together with your team, while retaining full end-to-end responsibility over every delivery.
- Understand the importance of continuous communication: within your team, with other teams and with stakeholders.
- Refine the requirements received from other teams and translate them in “to-be” customer journeys and Business Analysis.
- Make clear documentation (Business Analysis and User Flows or low-fidelity wireframes) to support the IT development.
- Test (User Acceptance Testing), release, and manage the features delivered by your squad.
We look for
- A colleague with a talent for taking it on and making it happen, 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 collaborative person 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 (CJE) Digital Business Banking you will also need:
- Strong analytical skills to interpret data and uncover customer insights.
- You put the customer 1st. You are driven and customer focused; you have a passion for Customer Experience
- You have experience with working with IT and an appetence for tech: you are not afraid of jumping from business to technical discussions.
- Excellent stakeholder management is essential: you love collaborating with different people and working within an international context.
- You are structured in your approach and deliveries.
- You can write a Business Analysis or create User Flows or low-fidelity prototypes to give clear functional requirements to the developers of your team.
- You are flexible, adaptive and a quick learner: you are curious to discover the different aspects of Digital Business banking and are willing to work in different squads.
- Evolution is part of your DNA: you are interested in how our world (and customers) evolve, and translate this into the continuous improvement of our processes and communication channels.
- You deliver quickly and accurately together with your team at every step of the (agile) process.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 14 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
