Mission

Our client is looking for a Business Analyst / Customer Journey Expert (m/f/x) who will be working in a project team as part of the Finance Regulatory Reporting domain.

• Participate (data analysis, process analysis, specification clarification, documentation for developer use, testing) in the delivery of Finance and/or Liquidity reports.
• Conduct business analyses on the subject and participate in functional testing.
• As a Customer Journey Expert within our client’s Agile organization, you will collaborate with other experts to achieve the team’s objectives. This involves the following activities:
• Participate in standard Scrum events such as stand-ups, refinements, reviews, and retrospectives.
• Perform data analyses and interviews, and introduce measuring tools to understand how to improve the customer experience. You ensure that all suggestions for improvements and solutions are validated by data.
• Optimize processes in a way that maximizes value for both the customer and the business.
• Deliver the customer experience strategy, manage stakeholders, and formulate product/service, process, and channel policies in line with external regulations, risk, and compliance policies.
• Have an in-depth understanding of your products, services, and end-to-end customer processes, and keep this knowledge up to date.
• Possess a deep understanding of the customer experience by monitoring customer satisfaction, availability, costs/revenue, and process quality.
• Develop new techniques, monitoring standards, products, and processes, and improve existing ones.
• Apply distribution expertise to develop and enhance current practices that set market standards.

Your Profile: Skills / Behavior

• Proficiency in SQL.
• Previous exposure to financial regulatory areas and/or liquidity reporting.
• Ability to manage a very diverse set of stakeholders with varying priorities.
• Curiosity and the ability to master end-to-end product processes and stay up to date with market trends, risks, and product information.
• Understand customer needs, put yourself in their shoes, and anticipate their expectations and requirements.
• In-depth knowledge of customer business and banking processes, integrating this knowledge into task execution.
• Ability to take initiatives to improve products, processes, and channel policies, ensuring that creative ideas are implemented.
• Support for the Agile organization, working as a team, trusting and encouraging others, and providing feedback to promote continuous improvement and team development.
• Focusing on your strengths, as your role covers a wide range of activities.

Experience

• Master’s or Bachelor’s degree, with at least 3 years of experience in a similar position.
• Specific knowledge in the banking sector is required.